You will own the processes our agents follow to solve issues while an order is on its way, for riders, partners and customers, across every market we operate in. It is our largest and most complex support area: rider models differ by country and keep changing, products evolve, and every change has to land in our SOPs quickly and simply, and show the impact in our live-order KPIs.
THE JOURNEY:
Own the live-order SOPs for riders, partners and customers: design, simplify and keep them up to date, working with Live Ops, Content and Training.
Adapt SOPs quickly when rider models, products or policies change, with Rider Operations, Partner Ops and Product.
Use data to find where processes break and improve live-order KPIs (satisfaction, handling time, first contact resolution), measuring the impact of every change.
Govern change requests from markets: decide what stays global and what needs a local exception, with Regional Program Managers and Legal.
Lead process projects end to end, from scoping to rollout and follow-up.
WHAT YOU WILL BRING TO THE RIDE:
Must have
2–3+ years of experience in process design, SOP definition or optimisation, operations or business project management [HM to confirm].
End-to-end process design (AS-IS / TO-BE) and a process-oriented mindset.
Analytical, data-driven problem solving and KPI management.
Comfort with change and ambiguity: you adapt quickly when the business changes around you.
Cross-functional stakeholder management and communication, influencing without formal authority.
Nice to have
Experience standardising processes across several markets and managing local exceptions.
Experience with copilots, AI agents or automation in customer support.
Knowledge of on-demand delivery operations (riders, partners, customers), or a background in consulting.
Data literacy: running SQL queries and analyses on your own.
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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