If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries. 

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

🤝 Our culture and strong values. 

💪 Our career development philosophy. 

🤝 Our commitment to being a force for good. 

We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts.

YOUR MISSION

The Live Ops Program Manager will be responsible for planning and governance and for overseeing the successful delivery of the program’s output/product of customer support projects in line with business growth priorities.

In this role, the candidate will lead projects or initiatives generated at local / regional / global levels to meet the main objectives of the company in relation to our main three stakeholders: users, partners and couriers.

Will work cross-departmentally with partners at all levels, including senior leaders, to achieve successful delivery of projects. Must understand that success comes from coordination, oversight, and effectively delivering against timelines.

You will report to the Regional Head of LiveOps of SEE. 

THE JOURNEY

• Develop the overall project plan with the goal of creating a best in class customer experience for our couriers, users, and partners.
• Understand how projects create synergies within the same program and enhance them.
• Liaise with our market operations teams to aggregate feedback on trends/processes/issues and ensure that this is incorporated into the effective management of the program across markets.
• Take a data-driven approach to manage programs across multiple locations to understand the insights/trends driving the feedback from our key stakeholders.
• Manage all aspects of the project(s): planning, implementation, monitoring, operational issues, tracking, completion, follow-up.
• Manage competing timelines and prioritize critical tasks.
• Establish and achieve project standards for quality and quantity.Assess project issues and develop solutions to reach productivity, quality and client satisfaction.
• Define consistent landmarks across projects and work with teams to implement tracking of tasks and delivery.
• Facilitate project meetings focused on status reporting, problem-solving, feedback, and fostering open communication within the team on project planning
• Drive improvement on processes, policy, and system flows especially in customer handling procedures across various channels and areas to meet our customer goals.
• Critically review potential greater efficiency in business process changes.Liaise with various business teams (CX team, Marketing, Operations, Strategy, Supply) to sync up on systems solution and customer satisfaction.
• Work closely with policy owners to obtain approval for new policies when needed.
• Track issues and drive resolution with stakeholders.Track and work closely with process owners to ensure changes to business processes are updated/documented.
• Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference

WHAT YOU WILL BRING TO THE RIDE

• 4-5 years of experience with project management (ideally certified)
• Experience working in projects related to customer support / customer satisfaction
• Fluency in English
• Strong leadership and management skills
• Experience in cross-functional teams without direct line authority
• Able to work efficiently with limited supervision
• The ability to find innovative ways to resolve problems
• Excellence communication skills and stakeholder management
• Great team player
• Third-party management experience

An empathetic, inclusive and curious attitude

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!