Customer Support Project Manager Live Operations TheySheHe

If youre here its because youre 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.

Well deliver a nonvanilla 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 fastestgrowing multicategory app connecting millions of users with businesses and couriers offering ondemand services from more than 170000 local restaurants grocers and supermarkets and high street retail stores. We operate in more than 1500 cities across 23 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.

Our career development philosophy.

Our commitment to being a force for good.

We have a vision: Building the largest marketplace in your city to give access to anything in minutes. And this is where your ride starts.

YOUR MISSION

You will join the Global Live Operations team responsible to build the vision and strategy for our customer support experience. As a Customer Support Project Manager you will help design the experience of our users with the agent support service to maximize satisfaction and drive retention while minimizing unnecessary cost. You will be defining projects from definition to closure even defining the best processes for every case.

THE JOURNEY

• Look after the Agent customer support journey:
• Build and maintain strong relationships with local operations teams to understand market needs seeking optimal experience while ensuring right scalability and cost efficiency
• Coordinate our customer squad with process content and training experts to drive improvements and ensure project success
• Liaise with several teams (CX Process Product and Analytics&data teams) to align on the best solutions to thrive customer satisfaction. Work closely with cross functional teams that need to be engaged and motivated to fulfill the project needs
• Represent our customer needs: continuous improvement based on main indicators defining the right path for iteration (satisfaction indicators Retention contact ratio etc)
• Analyze data to identify actionable insights to improve performance of the different processes
• Define new project opportunities based on a good understanding of the department needs
• Manage all aspects of the project: planning implementation monitoring operational issues tracking completion followup
• Communicate and align stakeholders to ensure the success of the project
• Ensure that the solution/approach taken by the project is global and benefits most of our hubs and agents
• Report to the LiveOperations Customer Manager

WHAT YOU WILL BRING TO THE RIDE

• 3 years of experience managing projects e2e creating clear project plans and defining/following challenging timelines
• Degree in Engineering Economics Business or similar
• Outstanding stakeholder management skills You will liaise with highlevel stakeholders across all our markets
• Analytics skills and data driven decision making
• Problem solving skills attention to detail and handson attitude
• Proficiency in English
• Process and continuous improvement 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 with excellent organizational skills.
• Comfortable working in a high growth and high performance startup with a fast pace
• Ability to work efficiently with limited supervision

Nice to have

• Previous experience in customer support
• Previous experience in consulting environment

Individuals representing diverse profiles and abilities encompassing various genders ethnicities and backgrounds are less likely to apply for this role if they do not possess solid experience in 100 of these areas. Even if it seems you dont meet our musts dont 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 that lets you own a piece of the action.
• Topnotch private health insurance to keep you at your peak.
• Monthly Glovo credit to satisfy your cravings!
• Discounts on transportation food and even kindergarten expenses.
• Discounted gym memberships to keep you energized.
• Extra time off 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 and officebased nursery.
• Online therapy and wellbeing benefits to ensure your mental wellbeing.

Here at Glovo we thrive on diversity we believe it enhances our teams products and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds all genders racial/diverse backgrounds abilities ages sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g. she/her/hers he/him/his they/them/theirs etc).

So ready to take the wheel and make this the ride of your life

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