Senior Manager - Agent Ops & Catalog Enrichment

Glovo Group; Barcelona; On-site; EUR 85,000 - 110,000; Full time

Job summary

Glovo Group, a leader in local delivery, seeks an experienced Agents Manager to lead their agent teams, shape performance metrics, and drive enrichment and catalog quality at scale. You will partner with Product, Data, and local teams to optimize processes, automation opportunities, and headcount planning.

You will oversee the enrichment framework, define relevant product attributes, and ensure high-quality product information across categories, while coaching a distributed team and tracking

Qualifications

• 3–5 years of experience in operations, quality programs, content/catalog operations or vendor (BPO) management in a tech or e-commerce environment
• Proven track record designing operating models and documentation (SOPs, playbooks, SLAs, QA sampling, escalation workflows) for non-expert or outsourced teams
• Strong analytical skills: able to build performance metrics per agent and per hub, read large-scale data outputs and link quality work to business impact
• Structured problem-solver: able to decompose ambiguous goals into clear workstreams with measurable milestones
• Experience influencing cross-functional stakeholders (Category, Product, Data, local teams) without direct authority
• Experience with Salesforce
• Fluent in English (written and spoken)

Responsibilities

• Act as Agents Manager: manage ~26 agents across hubs, define staffing split between Ops and Enrichment
• Define performance metrics per agent and per hub, run weekly feedback and coaching cadence
• Quantify business impact of Agent Hubs, identify savings and build yearly headcount plan
• Define what good assortment means per category and perform gap analysis with external data sources
• Deep dive on Product Onboarding flow to assess how agent quality affects PIM/Catalog, and fix systemic issues
• Own the Enrichment framework: determine which product attributes matter per category and set clear quality standards
• Increase quantity and quality of product information through automation and AI-assisted enrichment with thresholds
• Coordinate cross-functional enrichment projects with Product, Data and local teams

Job description

Glovo Group, a leader in local delivery, seeks an experienced Agents Manager to lead their agent teams, shape performance metrics, and drive enrichment and catalog quality at scale. You will partner with Product, Data, and local teams to optimize processes, automation opportunities, and headcount planning.

You will oversee the enrichment framework, define relevant product attributes, and ensure high-quality product information across categories, while coaching a distributed team and tracking