Process Optimization Analyst - Glovo
11 hours ago
Barcelona
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 Description YOUR MISSION The Live Operations Process Optimization Specialist will be responsible for owning and leading the definition, optimization, and automation of Live Operations processes, driving cross-functional initiatives to improve operational efficiency and performance, managing end-to-end process definition and improvement projects, and acting as a subject-matter expert and decision-maker on Live Ops processes within the Process Optimization team. THE JOURNEY • Define and design E2E Live Operations processes for customer, rider and partner support agents from scratch with limited supervision, including:, • Understanding global and local AS-IS processes, • Identifying pain points and improvement opportunities by diving deep into data and audits, • Defining TO-BE processes to drive satisfaction, efficiency, scalability and consistency to Customers, Riders and Partners, • Coordinating reviews and alignment with stakeholders, • Acting as the end owner of defined processes, • Own Live Ops processes within cross-functional Live Ops projects and make business decisions on behalf of the Process Optimization team., • Manage and assess process change requests coming from Live Ops hubs and other stakeholders, applying strategic and critical thinking to prioritize initiatives based on impact and feasibility., • Configure SOPs in an internal Copilot tool for support agents and be able to improve support metrics through it., • Proactively identify business opportunities to improve Live Ops performance and KPIs through process improvements, product development and automations., • 🌟 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.