Process Optimization Lead

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 is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

You will own the post-delivery experience at Glovo, from the first complaint to the resolution, and decide how it should work. Over the next 12–18 months you will work with the central service team to make one great experience work in every country we operate in, lead the rollout of our AI agent on real post-delivery cases, and own the hardest problems, where keeping the customer and protecting profitability pull in opposite directions. The organisation around you is still taking shape, and you will help shape it.

THE JOURNEY

Own the post-delivery strategy and KPIs (contact ratio, resolution, satisfaction, compensation cost), working with Finance and Product.

Partner with the central team to define processes, KPIs and testing of the global AI-agent roll-out.

Work with local teams to protect complex, country-specific cases that must stay local.

Lead and develop the post-delivery team: set priorities, coach, and keep the team steady through changes.

Run root-cause analysis on post-delivery contact drivers and turn it into process, content, product or policy changes.

Be the point of contact for post-delivery within Marketplace Experience, Product, Finance, Content, Training and QA, and align the team's plans with the cross-journey roadmap.

Qualifications

WHAT YOU WILL BRING TO THE RIDE

Must have

Experience leading a customer or operations area end to end, with a record of improving KPIs through data.

5+ years of experience in the related fields

Experience managing or leading a team through change (re-organisation, scope transfer, new central structure).

Strong influence across central teams, product and local entities, without relying on formal authority.

Comfort with ambiguity: you move forward with incomplete information and adapt as decisions land.

Nice to have

Experience standardising processes across several markets.

Experience with AI agents, copilots or automation in customer support.

Background in on-demand delivery, marketplaces or e-commerce operations.

Data literacy: running SQL queries and analyses on your own.

Additional Information

At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here .

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).