Post-Delivery Experience & Process Optimization Lead

Delivery Hero; Barcelona; On-site; EUR 75,000 - 110,000; Full time

Job summary

Glovo, part of the Delivery Hero Group, seeks a senior leader to own the post-delivery experience across multiple markets. You will drive KPIs, partner with Finance and Product, and roll out AI-driven support in collaboration with central and local teams.

You will lead the post-delivery team through change and scale best practices globally. The role emphasizes data-driven decision making, cross-functional influence, and the ability to shape processes amid evolving structures.

Qualifications

• Experience leading a customer or operations area end to end with a track record of KPI improvements from data.
• 5+ years in related fields.
• Experience managing or leading a team through changes (reorganisation, scope transfer, new central structure).
• Strong influence across central teams, product and local entities without formal authority.
• Comfort with ambiguity and making progress with incomplete information.

Responsibilities

• Own the post-delivery strategy and KPIs (contact ratio, resolution, satisfaction, compensation cost).
• Define processes, KPIs and test plans for the AI-agent rollout.
• Lead local teams to protect country-specific cases and ensure local execution.
• Lead and develop the post-delivery team: set priorities, coach, manage transitions.

Skills

End-to-end leadership

KPI optimization

Data-driven decisions

Cross-functional influence

Ambiguity management

Tools

SQL

Excel

Job description

Glovo, part of the Delivery Hero Group, seeks a senior leader to own the post-delivery experience across multiple markets. You will drive KPIs, partner with Finance and Product, and roll out AI-driven support in collaboration with central and local teams.

You will lead the post-delivery team through change and scale best practices globally. The role emphasizes data-driven decision making, cross-functional influence, and the ability to shape processes amid evolving structures.