YOUR MISSION
We are looking for a Head of Customer Operations, LATAM (part of the Marketplace Experience team) to help us deliver a 5-star experience to all the actors of our marketplace (customers, riders, vendors). You will be in the engine room: diagnosing problems with data, improving processes, holding BPO partners accountable to outcomes, and building the operational playbook for two of Glovo's most important markets (Spain and Portugal).
The profile we need has worked in high-velocity tech or marketplace environments, is deeply comfortable with data, and brings a high sense of ownership to every KPI they touch. If your instinct is to open the data before escalating, and to fix the process rather than manage the symptom then this role is for you.
Spain is Glovo's largest market by GMV, and the LATAM operation that supports it is one of the most complex in the company. Customer Operations in this region has already built a foundation beyond standard customer support scope, but the next level requires someone who can move at extreme speed, build a team that thinks like owners, and use the scale of this operation to set the standard globally. There is a genuine opportunity to influence product and process decisions at HQ level through the quality of your operational work in the field.
THE JOURNEY
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Lead and scale Glovo's Customer Operations organisation for LATAM with 500+ outsourced professionals across BPO partners in Peru and Brazil.
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Own the full operational picture: Satisfaction, SLAs, Productivity, Contact Ratio, Cost per Hour/Contact. Not from a dashboard but from first-principles diagnosis.
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Identify and close operational gaps: from agent tooling and contact workflows to quality frameworks, routing logic, and escalation paths.
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Hold BPO partners in Peru and Brazil to a high bar through structured governance, data-driven accountability, and commercial leverage where needed.
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Deep-dive to find the root cause behind deviations in your OKRs. Build the correction plan. Execute it at speed.
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Partner with cross-functional teams (WFM, QA, Training, Product, Country Ops) to translate operational insight into lasting improvements beyond your direct scope.
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Develop your team leads into operators who think and act with the same ownership mindset you bring.