Head of Service Delivery, LATAM region

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 DescriptionYOUR MISSIONWe 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 JOURNEYLead 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.QualificationsWHAT YOU WILL BRING TO THE RIDE7+ 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.