Partner Excellence Lead

hace 5 meses

Barcelona, España Glovo A tiempo completo

**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 25 countries. Every year, +200k merchants generate over 4B€ in sales through our platform and over 20M customers get their goods delivered in minutes.

We have a vision**:To give everyone easy access to anything in their cities.**

And this is where your **ride starts**

**YOUR MISSION**

We are looking for a passionate, strategic and action-oriented professional to help build our global Last Mile On Demand business line - offering delivery as a standalone solution for restaurants that have their own ordering channel. As a part of On Demand, the Operations team leverages Glovo's technology to optimize PX and CX. You'll be responsible for leading partner support and courier support operations globally deep dive on the most pressing business needs by collaborating with LiveOps, Growth and Finance teams. You'll be expected to constantly zoom in/out of problems - going from minute attention to detail to being a part of strategic decision-making.

**THE JOURNEY**
- Own Global Partner Support and Courier Support operations globally by defining strategy, processes and key metrics to implement
- Own the relationship and develop projects with the LiveOps team, responsible for providing live support to partners and couriers
- Be responsible for partner support excellence by meeting different partner types, understanding their needs and transforming this knowledge into actionable insights
- Define and be responsible for the implementation of key operational processes that allows better alignment with the core business and foster Partner Support and Partner Excellence team scalability
- Be analytical and make data-driven decisions that shape the product roadmap
- Track and monitor PX and GX KPIs providing the appropriate visibility to all stakeholders
- Manage a team of 2-3 people

**WHAT YOU WILL BRING TO THE RIDE**
- Bachelor's degree - emphasis in business or engineering
- 4-5 years of experience in a fast-paced environment (tech start-up, consulting, FMCG, etc.). Experience in on-demand delivery is a plus
- Proficiency in analyzing data, reporting, and basic financial analysis (cost-effectiveness, cost-benefit etc.) and comfortable dealing with high growth and complex business challenges.
- Knowledge of analytical tools such as Looker and Excel (SQL is a plus)
- Hands-on: you are autonomous willing to get your hands dirty and are looking to bring your ideas to life and find a way to get things done
- You have strong organizational skills, the ability to prioritize and multitask, work well under pressure, and handle multiple issues simultaneously in a dynamic environment
- You are able to act as an owner / lead partner excellence projects with several stakeholders
- Sublime communication skills both written and verbal
- Proficient in English, Spanish as a plus

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 *if applicable
- Top-notch private health insurance to keep you at your peak.
- Monthly Glovo meal benefits so you can test new features in our beta app (and to satisfy your cravings)
- Discounts on transportation, food, and even kindergarten expenses or office-based nursery.
- Discounted gym memberships to keep you energized.
- ️ 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 (*if applicable)
- Online therapy and wellbeing benefits

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.

At Glovo, we truly **value diversity** for the positive impact it brings to our teams, products, and culture. We're dedicated to providing** equal opportunities for talent** from all backgrounds.

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

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