Operations Manager - Bulgaria (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: Building the largest marketplace in your city, to give access to anything in minutes. And this is where your ride starts.

YOUR MISSION

Glovo seeks a detail-oriented, data-driven professional to optimize delivery operations in complex cities, giving access to vast data resources and a top-tier tech team to implement innovative improvements on courier and restaurant partner performance.

As Operations Manager will be in charge of improving and optimizing courier fleet metrics and performance excellence across the cities.

This role will require a mix of operational experience, stakeholder management, analytical skills, and creativity to tackle different challenges. The couriers are a key player in Glovo’s marketplace and you will need to ensure the fleet's long-term sustainability, as well as its healthy contribution to the operational performance and user experience in Bulgaria

We're looking for someone who has a mix of the:

• Operational excellence to get great work done
• Negotiation and collaboration skills needed to bring out the best from our partners
• Strategic, innovative and creative thinking that's required to develop outside the box solutions
• Management skills and emotional intelligence required to lead and inspire a team

THE JOURNEY

• Data Driven Mindset & Problem Solving: Relentlessly analyze operational data to uncover actionable insights, identify trends, and craft high-impact strategies that drive performance and consistency across our Operations. Analyze daily and weekly operation metrics with a macro view of the long-term success of the city, having a complete understanding of the local supply situation at all times. Maintain and analyze business reports and information to aid in the decision-making process of supply chain operational needs, including daily, weekly and monthly reports.
• Operational Excellence: Design and embed best-in-class processes that drive efficiency and scalability across all facets of our operations. Continuously refine workflows to support high-performing teams and sustainable growth. Drive projects to improve the quality of KPIs such as Delivery Time and Cancellations as well as work on an ongoing accuracy of our courier forecast.
• Cross-Functional Collaboration: Collaborate closely with all the internal stakeholders from other departments (Commercial, Growth, Finance...) to plan, execute, and monitor projects related to operations and the couriers contribution to user experience. Work closely with all the verticals from the Operations team (Courier Ops, Glover Experience).
• Think out of the box to bring new ideas of process improvements that will be game changer to ensure the best user experience related to couriers.

WHAT YOU WILL BRING TO THE RIDE

Background 
At least 5+ years of total work experience
At least 2+ years of experience in high demanding positions (operations, consulting, investment banking, etc.). Experience in on-demand industry is a plus, but not required

Leadership, Business Acumen and Collaboration 
Team leadership:
You should be able to motivate and develop teams
Experience managing high-performance teams to achieve ambitious goals - strong organizational skills and delegation, ability to prioritize and multitask, work well under pressure, and handle multiple issues simultaneously in a dynamic environment
Business acumen:
Proven track record of understanding and empathizing with clients’ / partners' business models, challenges, and objectives to create strategies and deliver value through collaboration
Stakeholder collaboration:
External: Working with external partners to align on strategic initiatives, foster mutual growth, and ensure seamless collaboration
Internal: managing stakeholders, working with peers, and leveraging other teams aspiring to do what’s best for the company 

Key Skills
Strong problem-solving skills - you are hypothesis-driven & looking for data to drive decisions
Results oriented and analytical mindset
Great communication and interpersonal skills
Negotiation skills needed to bring out the best from our partners
Project management skills, highly organized and detail-oriented approach
Excellent knowledge of Google Suite and/or MS Office, Excel
Excellent written and spoken Bulgarian & English language
SQL skills are not required but valued.

Culture
Ability to work in a high growth and high-performance start-up with a fast pace
Adaptable, positive mindset: possess a flexible attitude towards evolving roles within the ops domain; we value versatility & the ability to adapt to new challenges while ensuring a consistent job scope
A can-do attitude about building a fleet of 2,000 couriers and optimizing the performance of >2000 restaurants and stores
Endless curiosity - you wonder why problems exist, spend hours figuring out why, and can’t stop thinking about solutions
An empathetic and inclusive attitude - you are always respectful, kind, and fair

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 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!