Head of Workforce Management Marketplace Experience

TL;DR

Head of Workforce Management Marketplace Experience: Owns the end-to-end planning engine behind Glovo's global customer support operation with an accent on demand forecasting, BPO staffing, real-time operations, and agent productivity at scale across all markets. Focus on building short- and long-term models using statistical and ML-based methods, translating forecasts into staffing plans, and building Glovo's real-time management capability from the ground up.

Location: Based in or willing to relocate to Barcelona, Spain

Company

Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, delivering an amazing experience fast and easy.

What you will do

• Own Glovo's end-to-end demand forecasting using statistical and ML-based methods.
• Translate forecasts into staffing plans across all BPO locations, time zones, languages, and channels.
• Hold BPO partners accountable to staffing plans and real-time compliance.
• Build Glovo's real-time management capability from the ground up.
• Own the full WFM performance picture from first-principles diagnosis.
• Partner with Marketplace Experience teams, Finance, Product, and Service Delivery Operations to translate WFM complexity into decisions.

Requirements

• 7+ years of experience in WFM leadership roles, owning forecasting, scheduling, and/or real-time operations.
• Experience working in tech, marketplace, or fast-paced environments.
• Hands-on quantitative capability to build and validate forecast models using statistical or ML-based approaches (Python, R, or equivalent).
• Track record of building or rebuilding a WFM function.
• Excellent communication skills to translate complex WFM methodology into clear language.
• Fluent in English is required; Spanish is a plus.

Culture & Benefits

• Enticing equity plan.
• Top-notch private health insurance.
• Monthly Glovo credit.
• Discounts on transportation, food, and kindergarten expenses.
• 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.