Job Ref ID: JR0088670
YOUR MISSION
Own how our agent teams work and how we define, measure and improve assortment quality across a catalog of +10 million products. You will build the Agent Operating Model and the Enrichment framework that turn agent capacity into a more accurate, consistent and complete assortment, at speed and scale, so that what millions of users see every day on Glovo is right.
THE JOURNEY
Act as Agents Manager: all agents across the two hubs report to you; you own their performance management, coaching and day-to-day follow-up together with the hub Leads, and define how ~26 agents are split between Ops and Enrichment
Define performance metrics per agent and per hub (accuracy, quality, productivity, rework), run the feedback and coaching cadence and report on it weekly
Quantify the business impact of the Agent Hubs, identify potential savings and build the yearly headcount plan; identify which tasks can be automated or AI-assisted
Define what "good assortment" means per category, run the gap analysis (tooling, training, data, automation) and work with the Senior PM of PIM Cleanup & Governance and the PM of Content Enrichment to source external data (e.g. GS1, manufacturer and partner data)
Run a deep dive on the Product Onboarding flow end to end: understand how agent quality impacts the PIM & Catalog assortment, find where products get blocked and which problems the process creates, and take systemic issues to the central team
Own the Enrichment framework: define which product attributes matter per category (nutritional information, allergens, ingredients, food labelling, variants), set quality and completeness standards, and verify that what agents deliver meets them
Increase the quantity and quality of product information through automation: with Data and Product, scope and prioritise automated or AI-assisted enrichment (external data sources, label and attribute extraction) with human review thresholds, and compare its output with agent quality
Follow cross-functional enrichment projects: define the rules, success metrics and rollout with Product, Data and local teams
WHAT YOU WILL BRING TO THE RIDE
Must have:
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, without necessarily writing code
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)
Nice to have:
Familiarity with PIM systems, catalog management, or e-commerce data quality
Knowledge of food product information and labelling (nutritional values, allergens, ingredients) or experience with product matching and variants
Experience allocating work between agent teams and automation or AI-assisted workflows
Exposure to data tools: SQL basics, BI dashboards (Looker, Tableau, BigQuery)
Background in marketplace, grocery, retail or multi-vertical platform environments
Experience with project management tools (Jira, Asana) at team scale
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).
So, ready to take the wheel and make this the ride of your life?
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