Process Optimization Lead - Post-Delivery Experience

About the role

Glovo, part of the Delivery Hero Group, is looking for a Process Optimization Lead in Barcelona. You will own the post-delivery experience, from the first complaint to its 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, lead the rollout of the AI agent on real post-delivery cases, and tackle the hardest problems where keeping customers and protecting profitability pull in opposite directions.

Key responsibilities

• 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
• Act as 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

Required profile

• 5+ years of experience in the related fields
• Experience leading a customer or operations area end to end, with a record of improving KPIs through data
• 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 and adapting 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