Partner Experience Project Manager

hace 5 meses

Barcelona, España Glovo A tiempo completo

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 25 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.**
- We have an ''office-first'' culture and we place collaboration at the center of everything we do
- We have a non-vanilla personality and feedback mindset. We don't shy away from difficult conversations - we see them as a gift
- We work with high intensity and have fun along the way. We also celebrate the wins (a lot).
- We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work.

**Our career development philosophy.**
- We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential.
- We take ownership of our career development. We don't believe in linear and predictable career paths - we create the job of our dreams
- We embrace opportunities to move the needle and make an impact beyond our scope.

**Our commitment to being a force for good.**
- Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact.
- We invest in doing good by dedicating time and resources into social and environmental initiatives.
- We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.

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 join the Global Live Operations team responsible to build and execute the vision and strategy for our Partner support experience. As a Partner Experience Project Manager you will help design the experience of our Partners with the support flows in the Partner portal to maximize the satisfaction and reduce costs.

**THE JOURNEY**

As part of our team you will:

- Look after the Partner support journey within our App.
- Define, build and maintain every flow within the tool, seeking optimal experience while ensuring right scalability and Partner satisfaction.
- Technical facilitator to understand potential dependencies to unblock continuous improvement.
- Liaise with several teams (Partner Ops, Process, Product and Analytics & Data teams) to align on the best system solutions to thrive Partner satisfaction.
- Manage Partner oriented projects in LiveOps department from definition to the successful delivery.
- Own setup and execution for 20+ countries ensuring consistency across markets and creating country-tailored solutions when needed.
- Analyze data to identify actionable insights to improve performance of the different flows.
- Co-define support strategy to shape our service based on automations capabilities, contact deflection and agent support.
- Manage all aspects of the project: planning, implementation, monitoring, operational issues, tracking, completion, follow-up.
- Report to the Live Operations Partner Program Manager.

**WHAT YOU WILL BRING TO THE RIDE**
- 2+ years of experience managing projects e2e, creating Partners stories and defining/following challenging timelines.
- Degree in Engineering, Business, or similar.
- Project Management skills (Project Management certification is preferred).
- Analytics skills and data driven decision making.
- Problem solving skills, attention to detail and hands-on attitude.
- Proficiency in English.
- Tech savvy, willingness to learn become the go-to person for new tools.
- Process improvement and automation mindset.
- Able to communicate results to key stakeholders in a concise and clear manner (in writing and orally).
- Ability to turn strategic insights into actions, by structuring and leading projects. Build hypotheses and test them (sometimes by piloting new businesses entirely).
- Comfortable working in a high growth and high performance start-up with a fast pace.

**NICE-TO-HAVE**:

- Project Management certification.
- Coding skills: experience defining structures to configure workflows, conditions, and actions.
- Pre

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