Customer Experience Project Manager

hace 7 días

Barcelona, Barcelona, España Glovo A tiempo completo
About the Role

We are seeking a highly skilled Customer Experience Project Manager to join our Global Live Operations team. As a key member of our team, you will play a crucial role in building and implementing the vision and strategy for our customer support experience.

Key Responsibilities
  • Design and Implement Customer Support Flows: You will be responsible for designing and implementing the customer support flows within our app to maximize satisfaction and drive retention, while minimizing unnecessary cost.
  • Technical Facilitation: You will work closely with our technical teams to understand potential dependencies and unblock continuous improvement.
  • Stakeholder Management: You will liaise with various teams, including CX, Process, Product, and Analytics & Data teams, to align on the best system solutions to thrive customer satisfaction.
  • Representing Customer Needs: You will represent the needs of our customers and work to continuously improve the in-app experience based on key indicators such as satisfaction, retention, and navigation funnel.
  • Global Implementation: You will own the setup and execution of our customer support experience across 20+ countries, ensuring consistency across markets and creating country-tailored solutions when needed.
  • Data Analysis: You will analyze data to identify actionable insights to improve the performance of our customer support flows.
  • Strategy Development: You will co-develop our support strategy to shape our service based on automation capabilities, contact deflection, and agent support.
  • Project Management: You will manage all aspects of the project, including planning, implementation, monitoring, operational issues, tracking, completion, and follow-up.
Requirements
  • Project Management Experience: You should have at least 3 years of experience managing projects end-to-end, creating user stories, and defining and following challenging timelines.
  • Analytics Skills: You should have strong analytics skills and be able to make data-driven decisions.
  • Problem-Solving Skills: You should have excellent problem-solving skills, attention to detail, and a hands-on attitude.
  • Communication Skills: You should be able to communicate results to key stakeholders in a concise and clear manner, both in writing and orally.
  • Technical Skills: You should have proficiency in English and coding skills, with experience defining structures to configure workflows, conditions, and actions.
  • Process Improvement: You should have a process improvement and automation mindset.
About Us

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.

We are a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. We have a vision: to give everyone easy access to anything in their cities.

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