Post-Delivery Experience Lead (AI Rollout)

Delivery Hero; Vilanova y Geltrú; On-site; EUR 90,000 - 130,000; Full time

Job summary

Glovo, part of the Delivery Hero group, seeks a leader to own the post-delivery experience—from initial complaint to resolution—across multiple countries. You will drive KPI improvements, shape processes with the central team, and roll out AI-assisted support while managing a growing post-delivery team.

You will work with Finance, Product, and other functions to ensure root-cause analysis informs policy and tooling changes, balancing customer satisfaction with profitability.

Qualifications

• Must have led a customer or operations area end to end with KPI improvements.
• Minimum 5 years of relevant experience.
• Experience managing or leading teams through change (re-organisation, scope transfer, new central structure).
• Strong influence across central teams, product and local entities without formal authority.
• Comfort with ambiguity and iterative decision making.

Responsibilities

• Own post-delivery strategy, KPIs, and processes in coordination with Finance and Product.
• Lead the rollout of the AI agent on post-delivery cases across countries.
• Protect complex, country-specific cases while keeping profitability in mind.
• Develop and coach the post-delivery team; set priorities and maintain stability during changes.
• Analyze root causes of post-delivery contacts and drive improvements in process, content, product or policy.

Skills

Leadership experience

5+ years experience

Change management

Influence across teams

Ambiguity tolerance

AI/cops automation exposure

Data literacy/SQL

Job description

Glovo, part of the Delivery Hero group, seeks a leader to own the post-delivery experience—from initial complaint to resolution—across multiple countries. You will drive KPI improvements, shape processes with the central team, and roll out AI-assisted support while managing a growing post-delivery team.

You will work with Finance, Product, and other functions to ensure root-cause analysis informs policy and tooling changes, balancing customer satisfaction with profitability.