About the role

If you’re here, it’s because you’re looking for an exciting ride.

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone.

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together.

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries.

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique?

Our culture and strong values.

Our career development philosophy.

Our commitment to being a force for good.

We have a vision: Building the largest marketplace in your city, to give access to anything in minutes. And this is where your ride starts.

YOUR MISSION

The Live Operations Process Optimization Specialist will be responsible for owning and leading the definition, optimization, and automation of Live Operations processes, driving cross-functional initiatives to improve operational efficiency and performance, managing end-to-end process definition and improvement projects, and acting as a subject-matter expert and decision-maker on Live Ops processes within the Process Optimization team.

THE JOURNEY

Define and design E2E Live Operations processes for customer, rider and partner support agents from scratch with limited supervision, including:

Understanding global and local AS-IS processes
Identifying pain points and improvement opportunities by diving deep into data and audits
Defining TO-BE processes to drive satisfaction, efficiency, scalability and consistency to Customers, Riders and Partners
Coordinating reviews and alignment with stakeholders
Acting as the end owner of defined processes

Own Live Ops processes within cross-functional Live Ops projects and make business decisions on behalf of the Process Optimization team.
Manage and assess process change requests coming from Live Ops hubs and other stakeholders, applying strategic and critical thinking to prioritize initiatives based on impact and feasibility.
Configure SOPs in an internal Copilot tool for support agents and be able to improve support metrics through it.
Proactively identify business opportunities to improve Live Ops performance and KPIs through process improvements, product development and automations.
Act as a key referent for Live Ops processes across customers, riders, and/or partners, maintaining a deep understanding of online delivery service business models and operational dynamics.

WHAT YOU WILL BRING TO THE RIDE

2-3+ years of experience in SOP definition, optimization, automation and business project management.
Bachelor’s degree in Engineering, Business Administration, or a related field.
Strong analytical mindset with high attention to detail, excellent problem-solving abilities, and strong critical-thinking skills.
Highly structured and autonomous working style.
Previous experience in business consulting firms is a strong plus.
Experience in customer service or operations environments is a plus.
Professional proficiency in Spanish and English; knowledge of additional languages is a plus.

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid ex

Skills & Tags

go ai data product design

Aplyr's read

Glovo revolutionizes local delivery with a diverse team driving innovation in logistics and consumer convenience. It's a hub for those passionate about fast-paced, impactful work.
Synthesized from recent postings & public sources

What's promising

•Glovo offers a dynamic work environment with opportunities for rapid career growth.
•The company is expanding its global footprint, providing international career opportunities.
•Glovo invests in technology, enhancing user experience and operational efficiency.

What to watch

•The delivery industry is highly competitive, posing challenges for market share retention.
•Glovo's rapid expansion may lead to operational strain and resource allocation issues.
•Regulatory changes in different markets could impact Glovo's business model and operations.

Why Glovo

•Glovo allows users to order virtually anything, not just food, from local businesses.
•The company emphasizes a diverse and inclusive workplace across various roles and regions.
•Glovo's platform integrates local culture by connecting consumers with their favorite local vendors.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Glovo

Glovo

glovoapp.com

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Glovo is a Spanish on-demand delivery service that connects users with local couriers to deliver products from restaurants, grocery stores, and other retailers. The company has significantly impacted the logistics and food delivery industry by providing a platform that allows consumers to order anything from their favorite local businesses quickly.