Process Optimization Lead (AI)

Location: Barcelona, Spain

Company

Glovo is part of hirify.global, a local delivery platform operating in around 65 countries and headquartered in Berlin, Germany.

What you will do

• Own the post-delivery strategy and KPIs, including contact ratio, resolution, satisfaction, and compensation cost.
• Define processes, KPIs, and testing for the global AI-agent rollout with the central service team.
• Work with local teams on complex country-specific cases that must remain local.
• Lead and develop the post-delivery team by setting priorities, coaching, and guiding the team through change.
• Analyze post-delivery contact drivers and turn findings into process, content, product, or policy changes.
• Coordinate post-delivery priorities across Marketplace Experience, Product, Finance, Content, Training, QA, and the cross-journey roadmap.

Requirements

• End-to-end leadership experience in a customer or operations area, with a record of improving KPIs through data.
• 5+ years of experience in related fields.
• Experience managing or leading a team through change, including reorganization, scope transfer, or a new central structure.
• Strong influence across central teams, Product, and local entities without relying on formal authority.
• Ability to work with ambiguity, move forward with incomplete information, and adapt as decisions are made.

Nice to have

• Experience standardizing processes across several markets.
• Experience with AI agents, copilots, or automation in customer support.
• Background in on-demand delivery, marketplaces, or e-commerce operations.
• Data literacy, including running SQL queries and analyses independently.

Culture & Benefits

• Leadership Principles guide decision-making, collaboration, and performance.
• Commitment to equal opportunity, diversity, and an inclusive work environment.
• Total compensation may include benefits, equity, and variable bonuses for predefined roles.
• The initial hiring range may be reviewed if experience and scope align with a different role during the process.

Hiring process

• Applicants may include their pronouns in the application.