Operations Specialist

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

We are looking for an Operations Specialist to join our team in Milan. In this role, you'll be a key player in supporting riders and managing compliance processes. You'll work closely with the Operations Manager and other vertical peers to drive growth and efficiency.

THE JOURNEY

As an Operations Specialist, you'll have a direct and tangible impact on the success of our local operations. Your main responsibilities will include:

• Compliance Processes: Oversee local compliance with national and EU regulations by developing and updating internal policies and coordinating with legal counsel. Key responsibilities include managing documentation, handling privacy requests, and maintaining internal guidelines and procedures.
• Rider Engagement: Ensure high rider engagement and satisfaction by optimizing support processes and serving as a key contact for their daily needs. Responsibilities include managing an agent team for online support, monitoring KPIs, driving process improvements, and resolving escalations efficiently.
• Process Improvement: Provide constant feedback and innovative process improvement ideas to the Operations Manager, ensuring we maintain a scalable and efficient operation.
• Cross-Functional Collaboration: Act as an important point of contact for other vertical peers, such as Live Operations and Legal, ensuring seamless communication and alignment across teams.

This role will require a mix of operations, stakeholder management, analytical skills, and creativity to tackle different challenges!

WHAT YOU WILL BRING TO THE RIDE

• A Proactive Mindset: You are autonomous, full of initiative, and willing to get hands-on and "get your hands dirty" in the field to support our couriers.
• Excellent Communication: A great communicator with a problem-solving attitude and an empathetic, inclusive, and curious nature.
• Positive Energy: You have good energy and genuinely enjoy your work, even on challenging days.
• Language Skills: Professional proficiency in both English and Italian.

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 experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• An enticing equity plan that lets you own a piece of the action.
• Top-notch private health insurance to keep you at your peak.
• Monthly Glovo credit to satisfy your cravings!
• Discounts on trans