Head of Workforce Management - Live Operations (They/She/He)
Head of Workforce Management - Live Operations (They/She/He)
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Job Description
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 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 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
As Head of WFM you will lead the end-to-end workforce planning cycle across our multilingual international support operations. From forecasting and scheduling to real-time execution youll be responsible for turning data into action and action into world-class service. Youll build a scalable team structure establish clear planning standards and champion the development of expertise across core WFM pillars. This is a pivotal role in reshaping how we plan staff and respond to customer demand while elevating both operational performance and team growth.
Youll also take on some critical transformation challenges:
- Elevate forecast accuracy and claritywere just scratching the surface in modeling benchmarking and communicating forecast progress across non-WFM stakeholders.
- Restructure the WFM teamwe currently operate in a highly regional and generalist model; specialization and career growth are underdeveloped.
- Build real-time management as a core functionRTA coverage (especially on weekends) is limited or missing entirely.
THE JOURNEY
- Build and refine accurate short- and long-term demand forecasts using historical data business inputs and predictive analytics.
- Establish a robust methodology for measuring and improving forecast accuracy.
- Communicate forecast assumptions progress and accuracy transparently to non-WFM leaders.
- Ensure optimal staffing across time zones languages and channels while balancing SLAs and productivity.
- Redesign scheduling processes to introduce structure repeatability and expertise rather than region-based ad hoc ownership.
- Create a real-time management function from the ground up: define team responsibilities tools metrics and coverage (including critical areas like weekends and high-volume shifts).
- Build escalation protocols and empower the team to act dynamically in live environments.
- Lead mentor and restructure a high-performing WFM team.
- Shift from generalist regional models to specialist tracks (forecasting scheduling RTA).
- Foster professional growth clear role definitions and a learning-first culture.
- Align closely with BPOs Customer Experience Product and Finance to ensure clarity and buy-in on planning decisions.
- Translate complex WFM concepts into actionable insights for non-technical and cross-functional audiences.
- Own and optimize Assembled and other WFM platforms. Ensure data accuracy and define process standards.
- Collaborate with internal tech teams to enhance functionality aligned to evolving business needs.
- Lead key transformation projectsespecially around team structure forecast maturity and real-time capability.
- Implement KPIs dashboards and reporting cadences to measure and improve WFM impact over time.
WHAT YOU WILL BRING TO THE RIDE
- Proven experience leading WFM teams and designing high-performing planning functions in fast-paced high-growth environments.
- Expertise in forecasting scheduling and real-time operationsespecially in building or transforming underdeveloped areas.
- Track record of team structuring and developing specialized roles within WFM.
- Strong stakeholder and communication skillsyou can bridge the gap between analytics and business impact.
- Hands-on experience with WFM platforms (especially Assembled) and data visualization tools.
- Strong analytical mindset: you think in models metrics and trade-offs.
- Fluent in English; Spanish is a plus.
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.
- Top-notch 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 office-based nursery.
- Online therapy and wellbeing benefits to ensure your mental well-being.
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!
Required Experience:
Director
Employment Type
Full Time
