Head of Service Delivery, LATAM region

YOUR MISSION

We are looking for a Head of Service Delivery LATAM region to help us deliver a 5-star experience to all the actors of our marketplace (customers riders vendors) and effectively manage the support operation behind two of our biggest markets Spain and Portugal. 

We are looking for a passionate strategic and action-oriented professional who will be responsible for building scaling and optimizing outsourced operations teams to deliver impact on service excellence client experience and efficiency at scale.

THE JOURNEY

• Lead and scale Glovos Service Delivery organization of 500 outsourced professionals supporting two of Glovos biggest markets.
• Obsess over Satisfaction contact resolution hourly productivity cost per hour/contact compliance and quality scores and other key performance indicators..
• Partner with a multidisciplinary team in your region and Glovos HQ (WFM QA Training and others) to build a strong operational foundation.
• Own the end to end relationship with our BPOs in Latam (Peru and Brazil) ensuring a strong collaboration model that delivers results.
• Deep-dive to understand root-causes behind customer dissatisfaction or deviation from your OKRs devise plans to correct and execute them at speed.
• Develop a strong culture of continuous improvement data-driven decision making accountability and high-standards within your team and our Latam partners.

Qualifications :

WHAT YOU WILL BRING TO THE RIDE

• 7 years of experience managing operational teams and/or customer service teams.
• Experience working in technology or high-growth / scale-up environments.
• Track record of building and developing high-performing and customer-first teams.
• Data-driven and analytical mindset with proven experience leveraging data to drive improvements.
• Excellent communication skills in both English and Spanish (Portuguese is a plus but not required).
• Experience working with senior stakeholders and with multiple-country teams.
• Positions is based in Barcelona Spain with travel to LATAM (Peru and Brazil) as needed.

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!

Additional Information :

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!

Remote Work :

No

Employment Type :

Full-time