Senior Director Live Operations (They/She/He)

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: To give everyone easy access to anything in their cities. And this is where your ride starts.

YOUR MISSION

You will be the Senior Director to own all our Live Operations processes including customer, partner and glovers support. worldwide. Nowadays this includes managing a Global team of +100 people and a volume of +2.000 agents and offering service to 23 countries.

You will be working from Glovo HQ in Barcelona, managing the different business units of Global team, as well as being ultimate responsible of hub teams performance and relationship with outsourced suppliers as well as P&L ownership..

This is a key role in the company due to the fast growth achieved by Glovo, and the challenge of being able to cope with the expansion while ensuring an excellent quality service in the most efficient way.

THE JOURNEY

• Be the ultimate responsible of quality and efficiency of our service, having high impact in users, partners and glovers engagement as well as in the overall P&L
• Lead a global team of +100 people and a volume of +2.000 agents and offering service to +25 countries.
• Own responsibility of targets, operational metrics and financial results of the outsourced business units
• Define the medium and long-term strategy to achieve growth and cost-saving targets in each market in the established time
• Consistently improve and be the ultimate responsible of quality delivered, owning KPIs of SLAs (response time) and C-SAT offered to our customers in our hubs
• Enhance the customer experience holistically by listening to the voice of the customer, and coordinating improvements with Customer experience teams
• Own the cost control of all Hubs
• Identify best opportunities and alternatives to make the business scalable and efficient at the lowest possible cost. This includes to develop commercial relations and close partnerships with outsourcing suppliers
• Manage multiple projects from an excellent strategic overview, while being a resourceful multi-tasker and the key stakeholder manager
• Report to VP of Operations, Partners & Brand

WHAT YOU WILL BRING TO THE RIDE

• +10 years of professional experience mixing both: Customer Experience sector or functionality
• Companies with fast paced and pressure to deliver environment: Consultancy, investment banking, start-up etc.
• An experience in the on-demand delivery sector or ride hailing sector is a plus
• Proven track record of managing and building teams of +100 people successfully with good vibes whilst constantly raising the bar
• Solid experience in P&L management, process optimization, innovation and project management
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets
• Demonstrate ability to motivate and communicate with others at all levels
• Get stuff done attitude: you have a can-do attitude, be comfortable working with limited resources under tight deadlines, thrive in an unknown environment and not afraid of rolling up your sleeves and getting your hands dirty
• Ability to balance a swift pace of execution with attention to details, being able to adapt and succeed in a changing environment
• English is a must
• Lean six sigma 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 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!
• 💳 Cobee discounts on transportation, food, and even kindergarten expenses.
• 🏊 Discounted gym memberships to keep you energized.
• 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• 👪 Enhanced parental leave, and office-based nursery.
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. 

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life? 

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!