Operations Lead - Content and Partners (Africa) at Glovo

Your work-life opportunity:

Content Operations is a branch of the Operations team that is responsible for:

• Creation and onboarding of all the new partners on our App
• Update the partners-related content during their Life in Glovo
• Update the content on the App based on the marketing campaigns and promotions

The Content Operations Lead manages the local Content Operations processes and the relationship with our third-party provider (In case we do have an external provider in the country). He/She is responsible for facilitating the communication between the local Glovo team and the content provider and collaborates with Glovo HQ to implement global/regional strategies and processes in the market. This involves building the proper communication channels, improving and monitoring the content teams ́ performance, controlling invoicing process, keeping the provider updated about all changes in the content platform, implementing improvements, and adapting workflows to the fast paced environment.

Tools to be used to achieve the KPIs related to Content Operation performance are: Salesforce, Kustomer, Toky, Playvox, JIRA, Google Spreadsheets and Admin. Main Stakeholders in this position include: Global Content Operations (Direct or dotted reporting depending on the case), Local Commercial team: Sales & AMs, Local Partner Operations and External provider or Internal/Freelancer agents (Depending on the model).

Be a part of a team where you will:

• Train, coach, assist, supervise, evaluate and provide feedback to the local teams and/or provider
• Execute local / regional strategic decisions
• 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)
• 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
• 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
• Previous experience managing teams
• 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

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