Customer Experience Project Manager

hace 2 meses

Barcelona, Barcelona, España Glovo A tiempo completo
About Glovo

Glovo is a fast-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.

Our Mission

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

Job Description

You will join the Global Live Operations team responsible for building the vision and strategy for our customer support experience. As a Customer Experience Project Manager, you will help design the experience of our users with the support flows in the app to maximize satisfaction and drive retention, while minimizing unnecessary cost.

Key Responsibilities
  • Look after the Self Service customer support journey within our App:
    • Build and maintain every flow within the tool, seeking optimal experience while ensuring right scalability and cost efficiency
    • Technical facilitator to understand potential dependencies to unblock continuous improvement
    • Liaise with several teams (CX, Process, Product and Analytics & data teams) to align on the best system solutions to thrive customer satisfaction.
  • Represent In-app customer needs: continuous improvement based on main indicators defining the right path for iteration (satisfaction indicators, Retention, navigation funnel, etc)
  • Work together with internal and external stakeholders: act as subject-matter expert and main point of contact for global/regional teams for any feedback & requests concerning Inapp experience
  • 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
Requirements
  • +3 years of experience managing projects e2e, creating user stories and defining/following challenging timelines
  • Degree in Engineering, Business, or similar
  • Analytics skills and data driven decision making
  • Problem solving skills, attention to detail and hands-on attitude
  • Proficiency in English
  • Coding skills: experience defining structures to configure workflows, conditions, and actions
  • 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
  • UX/Design knowledge
  • A/B testing experience
  • Previous experience in customer support
  • Previous experience in consulting environment
  • Knowledge of YAML/Python language

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