Content Operations Lead at Glovo

Be a part of a team where you will:

• Lead App content quality and ensure high level content and partner activation on our marketplace
• Be the main point of contact and manage the relationship between the local Glovo teams and the content provider
• Develop, implement and track processes to guarantee content strategy execution
• Assure quality and efficiency of the Content Operation Processes, and follow up on KPIs
• Monitor the achievements of performance metrics on the Activation Funnel and Content Maintenance tasks (Related with speed, quality and budget)
• Train, coach, assist, supervise, evaluate and provide feedback to the local teams and/or provider
• If needed, create and/or translate local training materials for the local teams and/or provider
• Analyze the third-party provider performances by monitoring the Salesforce/Kustomer workflows and following up on corrective actions if needed
• Update the providers and local teams on the changes that affect the process at Salesforce, Jira, Kustomer or Admin Level
• Propose and deploy processes for improving speed, quality in the country by coming up with and implementing creative and scalable solutions
• Track, control, and report Invoicing and working hours of providers, find ways to keep the costs lean through accurate forecasting
• Manage request for Content changes/updates and assure they are processed within the agreed SLAs
• Manage onboarding and offboarding accesses for the agents using internal tools
• Coordinate content-related projects with other departments and the provider
• Execute local / regional strategic decisions
• Request/Create the necessary reports to monitor key activation and content metrics, providing visibility to HQ and the local team
• Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference

Must-haves:

• Outstanding interpersonal and communication skills
• Determination to get things done: no job is too big or too small
• Experience with coordination of external agency/freelancers
• Being organized and detail-oriented
• Being problem solver, data-driven with an analytical approach
• Excellent organizational skills and problem-solving ability
• Experience managing teams and BPOs
• Comfortable working in high growth and high-performance start-up with a fast pace
• English is a must
• An empathetic, inclusive and curious attitude

We are always looking for the best candidates, so if you think you would be a good fit even if you don't meet 100% of the requirements we would love to hear from you!

Nice-to-haves:

• Salesforce experience is a big bonus
• Jira Helpdesk experience is a big bonus
• Previous experience in managing Customer Service platforms is a plus

Experience our Glovo Life benefits:

• Enticing equity plan (if applicable)
• Top-notch private health insurance
• Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders!
• Discounted gym memberships
• Flexible time off (take the time you need) and hybrid working model (own your time)
• Enhanced parental leave including nursery support!
• Online therapy and wellbeing benefit
• External learning budget