Post-Delivery Experience Lead, AI & Operations

Glovo Group; Barcelona; On-site; EUR 90,000 - 120,000; Full time

Job summary

Glovo Group in Spain seeks a leader to own the post-delivery experience, from the first complaint to resolution, shaping how it works across all markets. Over the next 12–18 months you will collaborate with the central service team to roll out an AI agent on real post-delivery cases and tackle the toughest challenges where customer satisfaction and profitability intersect.

You will help shape the evolving post-delivery organization, lead a growing team, and partner with Finance, Product and

Qualifications

• Experience leading a customer or operations area end to end with KPI improvements.
• 5+ years in related fields.
• Experience guiding a team through change and restructuring.
• Strong influence across central, product and local teams without formal authority.
• Comfort with ambiguity and adapting decisions as they land.

Responsibilities

• Own the post-delivery strategy, KPIs and processes with Finance and Product.
• Lead AI-agent rollout across countries and post-delivery cases.
• Collaborate with local teams to protect complex country-specific cases.
• Develop the post-delivery team: set priorities, coach, manage change.
• Analyze root-cause drivers and translate into process or policy changes.
• Coordinate with cross-journey roadmap across departments.

Skills

Experience leading teams

5+ years in related fields

Change management

Cross-functional influence

Ambiguity navigation

AI/case automation exposure

Job description

Glovo Group in Spain seeks a leader to own the post-delivery experience, from the first complaint to resolution, shaping how it works across all markets. Over the next 12–18 months you will collaborate with the central service team to roll out an AI agent on real post-delivery cases and tackle the toughest challenges where customer satisfaction and profitability intersect.

You will help shape the evolving post-delivery organization, lead a growing team, and partner with Finance, Product and