Head of Service Delivery, LATAM region

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 a Head of Service Delivery, LATAM region to help us deliver a 5-star experience to all the actors of our marketplace (customers, riders, vendors) and effectively manage the support operation behind two of our biggest markets, Spain and Portugal. 

We are looking for a passionate, strategic and action-oriented professional who will be responsible for building, scaling and optimizing outsourced operations teams to deliver impact on service excellence, client experience and efficiency at scale.

THE JOURNEY

• Lead and scale Glovo’s Service Delivery organization of 500+ outsourced professionals supporting two of Glovo’s biggest markets.
• Obsess over Satisfaction, contact resolution, hourly productivity, cost per hour/contact, compliance and quality scores, and other key performance indicators..
• Partner with a multidisciplinary team in your region and Glovo’s HQ (WFM, QA, Training, and others) to build a strong operational foundation.
• Own the end to end relationship with our BPO’s in Latam (Peru and Brazil), ensuring a strong collaboration model that delivers results.
• Deep-dive to understand root-causes behind customer dissatisfaction or deviation from your OKRs, devise plans to correct, and execute them at speed.
• Develop a strong culture of continuous improvement, data-driven decision making, accountability, and high-standards within your team and our LATAM partners

WHAT YOU WILL BRING TO THE RIDE

• 7+ years of experience managing operational teams and/or customer service teams.
• Experience working in technology or high-growth / scale-up environments.
• Track record of building and developing high-performing and customer-first teams.
• Data-driven and analytical mindset, with proven experience leveraging data to drive improvements.
• Excellent communication skills in both English and Spanish (Portuguese is a plus, but not required).
• Experience working with senior stakeholders, and with multiple-country teams.
• Positions is based in Barcelona, Spain, with travel to LATAM (Peru and Brazil) as needed.

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