Head of Workforce Management Marketplace Experience 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

Workforce Management, Demand Forecasting, BPO Staffing, Real-Time Operations, Agent Productivity, Statistical Methods, ML-based Methods, Schedule Adherence, Occupancy, AHT, Cost-Per-Hour, Cost-To-Serve, Python, R, Communication, Governance

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 Workforce Management (WFM), Marketplace Experience to own the end-to-end planning engine behind Glovo's global customer support operation; covering demand forecasting, BPO staffing, real-time operations, and agent productivity at scale across all markets. You will be operating in one of the most analytically demanding, fast-moving environments in Glovo. The team you'll inherit is capable but underdeveloped, and the role comes with three transformation opportunities: moving forecast accuracy from directional to reliable; transforming the team from regional generalists into specialist tracks; and building stronger foundations in tooling, process, and analytics to take WFM to the next level at Glovo.. The profile we need has been forged in high-velocity, data-intensive environments: someone whose instinct is to build a model, not read a report; who fixes the planning system rather than managing the symptoms of a bad one; and who has a track record of building or rebuilding a function, not just running one. If your background is exclusively traditional BPO, this role will be a stretch. THE JOURNEY Own Glovo's end-to-end demand forecasting: build short- and long-term models from first principles using statistical and ML-based methods, set the accuracy benchmark, and report performance transparently to non-WFM leaders. Translate forecasts into staffing plans across all BPO locations, time zones, languages, and channels; balancing SLA delivery with cost efficiency and productivity targets. Hold BPO partners accountable to staffing plans and real-time compliance through structured governance, data-driven reviews, and commercial levers where needed. Build Glovo's real-time management capability from the ground up: define team roles, tooling, coverage model, and escalation protocols that allow the team to act without constant escalation. Own the full WFM performance picture: forecast accuracy, schedule adherence, occupancy, AHT, cost-per-hour, and total cost-to-serve. Not from a dashboard but from first-principles diagnosis. Partner with Marketplace Experience teams, Finance, Product, and Service Delivery Operations to translate WFM complexity into decisions that stick and use the scale of this operation to influence planning standards globally. Qualifications WHAT YOU WILL BRING TO THE RIDE 7+ years of experience in WFM leadership roles, with a track record of owning forecasting, scheduling, and/or real-time operations in high-growth, high-complexity environments. Past experience working in tech, marketplace, or similarly fast-paced environments; not exclusively in traditional BPO or contact centre settings. Hands-on quantitative capability: you build and validate forecast models yourself using statistical or ML-based approaches (Python, R, or equivalent). You do not delegate all modelling to analysts. Track record of building or rebuilding a WFM function and not just inheriting and maintaining a mature one. You know what it takes to create structure where it didn't exist. Excellent communication skills. You can translate complex WFM methodology into clear, credible language for senior non-technical stakeholders. Fluent in English is required; Spanish is a plus. Based in or willing to relocate to Barcelona, Spain. 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 owning the end-to-end planning engine for global customer support, covering demand forecasting, BPO staffing, real-time operations, and agent productivity across all markets. Key transformation opportunities include improving forecast accuracy, specializing team tracks, and strengthening tooling and process foundations.