Regional Head of Live Operations

hace 3 semanas

Barcelona, España Glovo A tiempo completo

**About Glovo**:
We're a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.

At Glovo, you'll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of livesall while having fun

We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.

**Your work-life opportunity**:
We are looking for a passionate, strategic and action-oriented professional to lead our Live Operations team with presence in Africa, EEMEA and Europe. The Live Operations Manager is responsible for building, scaling and optimizing outsourced operations teams to deliver impact on service excellence, client experience and efficiency at scale for Glovo.

**Be a part of a team where you will**:

- Define Glovo's service standards & translate them into measurable and actionable evaluations.
- Ensure Glovo services are consistent, compliant and in line with Glovo's standards (and customer expectations)
- Elaborate the global procedures of sampling and guidelines for collection and reporting quality data
- Define & manage quality assurance activities for your designated markets/hubs
- Deploy new standards & processes
- Build, coordinate and lead a strong collaboration model with Glovo's outsourcing partners
- Provide insights on drivers of underperformance (agent level, process level, CX level) & represent the voice of the customer internally to drive continuous improvement and user happiness
- Perform proactive analysis (quantitative and qualitative) to identify gaps and opportunities for improvement
- Analyze audit outcomes and carry out appropriate corrective procedures
- Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
- Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference

**You have**:

- Extensive experience of managing operational customer service teams
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Proven Management and/or relationship management experience at a senior, strategic level role.
- Established track record of exceeding targets, KPI's SLA's & high levels of customer satisfaction
- Able to interpret MI/BI and develop strategy and make recommendations
- Demonstrate ability to motivate and communicate with others at all level
- Ability to influence and build cross-functional relationships. Excellent communication and negotiation skills
- Able to adapt and succeed in a changing environment
- Evidence of well-developed leadership skills
- Fluent written and spoken English
- Thoroughness, attention to detail and ability to learn fast
- An empathetic, inclusive and curious attitude

**Experience our Glovo Life benefits**:
- Enticing equity plan (if applicable)- Top-notch private health insurance- Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders- Discounted gym memberships- Flexible time off (take the time you need) and hybrid working model (own your time)- Enhanced parental leave including nursery support- Online therapy and wellbeing benefit- External learning budget

**What you'll find when working at Glovo**:
- Gas: Driven to deliver quality results quickly
- Good Vibes: Bring positivity and communicate openly
- Stay Humble: Self-aware and open to learning
- Care: Uplift people and the planet
- Glownership: Act as proud owners
- High Bar: Focus on Top Performance

If you believe you match these values, we look forward to meeting you

Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook

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