Process Optimization Lead
Core
Own the post-delivery experience strategy, KPIs, and process optimization for Glovo's delivery platform across multiple countries, balancing customer satisfaction with profitability.
Role type
Senior IC Process Optimization Lead (Customer Experience)
Builds
Global post-delivery processes, AI agent rollouts, and cross-functional strategies for the Marketplace Experience.
Domain
On-demand delivery, marketplaces, e-commerce operations
Deliverable
production ML models
Required skills
End-to-end customer/operations leadership, data-driven KPI improvement, team leadership through change, cross-functional influence, comfort with ambiguity, root-cause analysis, SQL/data literacy
Preferred skills
Process standardization across markets, AI agents/copilots/automation in support, on-demand delivery or marketplace background
Responsibilities
Own post-delivery strategy and KPIs; Partner with central team on global AI-agent roll-out; Lead and develop the post-delivery team; Run root-cause analysis on contact drivers; Align team plans with cross-journey roadmap
Seniority
Senior, hands-on IC