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  • Posted: Jul 1, 2022
    Deadline: Not specified
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    Glovo is a Spanish start-up founded in Barcelona in 2015. It is an on-demand courier service that purchases, picks up, and delivers products ordered through its mobile app.[1] It aspires to be a multi-category lifestyle app with food delivery being the most popular offering
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    Content Operations Lead

    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

    Method of Application

    Interested and qualified? Go to Glovo on jobs.glovoapp.com to apply

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