Operations Supervisor Courier RTO WE (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 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.

THE JOURNEY

Local RTO Team Management

The Operations Supervisor is responsible for the well-being performance and engagement of the Local RTO Team composed of approximately 5070 agents across different functions (Order-level issues Courier Support Supply Growth). The Supervisor ensures quality and efficiency levels meet agreed standards and supports agents through training process implementation adherence and administrative tasks.

The role reports directly to the RTO International Lead and is responsible for the Western Europe region (Italy Spain Poland and Portugal).

Real-Time Operations Support & Proactive Planning

The Operations Supervisor acts as a strong point of contact and support for the Local Operations team. They help manage exceptional operational situations design ad hoc processes or action plans and provide daily real-time support for topics such as Late Orders Cancellations Fraud Bad Weather and Courier Onboarding. Additionally the Supervisor proactively identifies and plans for any Special Days ensuring timely action aligned with local needs.

Cross-Team CollaborationThe Supervisor is responsible for aligning processes across the RTO structure working closely with other RTO hubs the Control Center and the COE. He will also collaborate with other departments such as LiveOps Partner Operations and Courier Growth. This includes sharing best practices maintaining consistency in execution and ensuring smooth cross-market collaboration to continuously improve performance communication and scalability.

WHAT YOU WILL BRING TO THE RIDE

• Experience in working with BPOs or inside BPOs as a Team Leader/ Manager
• Experience in KPIs tracking and creation and optimization expertise in terms of processes and ways of working
• Exceptional verbal and written communication skills (English is a must) and stakeholder management
• Proactive organized and results oriented
• Leadership - you can motivate your teammates. Youre great at making tough decisions in a sea of ambiguity and keeping everyone on track
• Problem-solving skills
• Excel and Google sheets proficiency
• Knowledge in SQL (is a plus!)
• Familiarity with visualization tools like Looker (is a plus!)
• Note: This is a full-time position without shift work.

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:

• 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!