Head of Service Delivery, LATAM region at Delivery Hero

Barcelona, Catalonia, Spain -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Outsourced Operations Management, Service Excellence, Client Experience, Efficiency Scaling, Stakeholder Management, Data-Driven Decision Making, Root Cause Analysis, Continuous Improvement, Accountability, High Standards, Team Leadership, BPO Management, KPI Management, English, Spanish

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 Service Delivery, LATAM region to help us deliver a 5-star experience to all the actors of our marketplace (customers, riders, vendors) and effectively manage the support operation behind two of our biggest markets, Spain and Portugal. We are looking for a passionate, strategic and action-oriented professional who will be responsible for building, scaling and optimizing outsourced operations teams to deliver impact on service excellence, client experience and efficiency at scale. THE JOURNEY Lead and scale Glovo’s Service Delivery organization of 500+ outsourced professionals supporting two of Glovo’s biggest markets. Obsess over Satisfaction, contact resolution, hourly productivity, cost per hour/contact, compliance and quality scores, and other key performance indicators.. Partner with a multidisciplinary team in your region and Glovo’s HQ (WFM, QA, Training, and others) to build a strong operational foundation. Own the end to end relationship with our BPO’s in Latam (Peru and Brazil), ensuring a strong collaboration model that delivers results. Deep-dive to understand root-causes behind customer dissatisfaction or deviation from your OKRs, devise plans to correct, and execute them at speed. Develop a strong culture of continuous improvement, data-driven decision making, accountability, and high-standards within your team and our Latam partners. Qualifications WHAT YOU WILL BRING TO THE RIDE 7+ years of experience managing operational teams and/or customer service teams. Experience working in technology or high-growth / scale-up environments. Track record of building and developing high-performing and customer-first teams. Data-driven and analytical mindset, with proven experience leveraging data to drive improvements. Excellent communication skills in both English and Spanish (Portuguese is a plus, but not required). Experience working with senior stakeholders, and with multiple-country teams. 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 Service Delivery organization of over 500 outsourced professionals supporting major markets, focusing on achieving 5-star experiences for all marketplace actors. This includes obsessing over key performance indicators like satisfaction, productivity, and cost efficiency while partnering with multidisciplinary teams and owning the relationship with BPOs in Latam.