Process Optimization Specialist Live Operations Global HQ (TheySheHe)

If youre here its because youre looking for anexciting ride.

A ride that will fuel up your ambitions to take on anew challenge and stretch yourself beyond your comfort zone.

Well deliver anon-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

The Live Operations Process Optimization Specialist will be responsible for owning and leading the definition optimization and automation of Live Operations processes driving cross-functional initiatives to improve operational efficiency and performance managing end-to-end process definition and improvement projects and acting as a subject-matter expert and decision-maker on Live Ops processes within the Process Optimization team.

THE JOURNEY

• Define and design E2E Live Operations processes for customer rider and partner support agents from scratch with limited supervision including:
• Understanding global and local AS-IS processes
• Identifying pain points and improvement opportunities by diving deep into data and audits
• Defining TO-BE processes to drive satisfaction efficiency scalability and consistency to Customers Riders and Partners
• Coordinating reviews and alignment with stakeholders
• Acting as the end owner of defined processes
• Own Live Ops processes within cross-functional Live Ops projects and make business decisions on behalf of the Process Optimization team.
• Manage and assess process change requests coming from Live Ops hubs and other stakeholders applying strategic and critical thinking to prioritize initiatives based on impact and feasibility.
• Configure SOPs in an internal Copilot tool for support agents and be able to improve support metrics through it.
• Proactively identify business opportunities to improve Live Ops performance and KPIs through process improvements product development and automations.
• Act as a key referent for Live Ops processes across customers riders and/or partners maintaining a deep understanding of online delivery service business models and operational dynamics.

WHAT YOU WILL BRING TO THE RIDE

• 2-3 years of experience in SOP definition optimization automation and business project management.
• Bachelors degree in Engineering Business Administration or a related field.
• Strong analytical mindset with high attention to detail excellent problem-solving abilities and strong critical-thinking skills.
• Highly structured and autonomous working style.
• Previous experience in business consulting firms is a strong plus.
• Experience in customer service or operations environments is a plus.
• Professional proficiency in Spanish and English; knowledge of additional languages is a plus.

Individuals representing diverse profilesand abilitiesencompassing 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 ourInstagramand check out ourLinkedinandwebsite!