Head of Customer Operations, LATAM region at Delivery Hero

Barcelona, Catalonia, Spain -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

0.0

Posted On

25 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Diagnosis, Process Improvement, BPO Management, Operational Playbook, Data Analysis, Ownership Mindset, Stakeholder Management, Root Cause Analysis, Team Leadership, English, Spanish, Portuguese, SQL, Looker, Tableau

Industry

technology;Information and Internet

Description

Company Description Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 70 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description YOUR MISSION We are looking for a Head of Customer Operations, LATAM (part of the Marketplace Experience team) to help us deliver a 5-star experience to all the actors of our marketplace (customers, riders, vendors). You will be in the engine room: diagnosing problems with data, improving processes, holding BPO partners accountable to outcomes, and building the operational playbook for two of Glovo's most important markets (Spain and Portugal). The profile we need has worked in high-velocity tech or marketplace environments, is deeply comfortable with data, and brings a high sense of ownership to every KPI they touch. If your instinct is to open the data before escalating, and to fix the process rather than manage the symptom then this role is for you. Spain is Glovo's largest market by GMV, and the LATAM operation that supports it is one of the most complex in the company. Customer Operations in this region has already built a foundation beyond standard customer support scope, but the next level requires someone who can move at extreme speed, build a team that thinks like owners, and use the scale of this operation to set the standard globally. There is a genuine opportunity to influence product and process decisions at HQ level through the quality of your operational work in the field. THE JOURNEY Lead and scale Glovo's Customer Operations organisation for LATAM with 500+ outsourced professionals across BPO partners in Peru and Brazil. Own the full operational picture: Satisfaction, SLAs, Productivity, Contact Ratio, Cost per Hour/Contact. Not from a dashboard but from first-principles diagnosis. Identify and close operational gaps: from agent tooling and contact workflows to quality frameworks, routing logic, and escalation paths. Hold BPO partners in Peru and Brazil to a high bar through structured governance, data-driven accountability, and commercial leverage where needed. Deep-dive to find the root cause behind deviations in your OKRs. Build the correction plan. Execute it at speed. Partner with cross-functional teams (WFM, QA, Training, Product, Country Ops) to translate operational insight into lasting improvements beyond your direct scope. Develop your team leads into operators who think and act with the same ownership mindset you bring. Qualifications WHAT YOU WILL BRING TO THE RIDE 7+ years of hands-on experience in high-growth tech, marketplace, or delivery operations with direct accountability for operational KPIs in a fast-paced environment. Proven track record of diagnosing operational problems using data: pulling, interpreting, and acting on it directly, not just delegating analysis. Track record of building and developing high-performing teams with a culture of ownership and continuous improvement. Proven ability to manage BPO or outsourced partner relationships with commercial and operational accountability. Strong stakeholder management experience across internal and external, multi-country environments. Fluent in English and Spanish (both mandatory). Portuguese is a plus. Familiarity with data tooling (SQL, Looker, Tableau, or equivalent) to build or validate your own operational views is a plus. Positions is based in Barcelona, Spain, with travel to LATAM (Peru and Brazil) as needed. Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable. We believe driven talent deserves: 🌟 An enticing equity plan that lets you own a piece of the action. 💪 Top-notch private health insurance to keep you at your peak. 🍔 Monthly Glovo credit to satisfy your cravings! 💳 Discounts on transportation, food, and even kindergarten expenses. 🏊 Discounted gym memberships to keep you energized. 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year! 👪 Enhanced parental leave, and office-based nursery. 🧠 Online therapy and wellbeing benefits to ensure your mental well-being. 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? Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website! Additional Information 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? Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!

Responsibilities

The role involves leading and scaling the Customer Operations organization for LATAM, managing over 500 outsourced professionals across BPO partners in Peru and Brazil while owning key operational metrics like Satisfaction, SLAs, and Cost per Contact. Responsibilities include identifying and closing operational gaps, holding BPO partners accountable through data-driven governance, and partnering cross-functionally to implement lasting improvements.