Partner Operations Lead

Job Description

YOUR MISSION

Your mission is to make partners across Glovo's six African markets operate at their best, for customers, couriers and the partners themselves. You will own partner side performance, from preparation time to vendor fails, find the real cause behind every problem, and lead the conversation with General Managers, Heads of Operations and Commercial teams to fix it. Over the next 12 to 18 months, you will build one partner operations standard that works across very different markets.

THE JOURNEY 

• Own partner performance KPIs across Africa: Preparation Time, WTP and aWTP, Vendor Fail Rate, partner availability and Order Ready usage, with targets and action plans per market.

• Analyse partner data in depth, by partner, city and cohort, to find root causes and size the impact on delivery time and customer experience.

• Lead partner operations discussions with General Managers, Heads of Operations and Heads of Commercial, and align them on priorities and actions.

• Partner with global and regional Commercial and Partner Operations teams to bring Africa's needs into global priorities, and roll out global initiatives locally.

• Build partner scorecards, penalisation and prioritisation frameworks, and dashboards that local teams use on their own.

• Explore new levers through experiments: launch, monitor and assess them, and roll out what works across markets.

• Set targets, track performance, find the needle movers and launch projects with local teams and Commercial, from pilot to rollout and monitoring.

• Build self serve tools and automated reporting that keep partner performance visible and proactive.

• Travel regularly to our markets to work with local teams, Account Managers and partners on the ground.

Qualifications

WHAT YOU WILL BRING TO THE RIDE

1. 3-5  years of experience in high paced environments such as operations, consulting, logistics, marketplace ops or similar fast-moving companies. 

2. Managerial experience leading and developing high-performing teams, with the ability to coach, motivate and build a culture of ownership and collaboration.

3. Strong analytical capability, problem solving and data driven decision-making. You’re comfortable exploring dashboards, running pivot tables and using data to inform decisions and challenge assumptions. 

4. Experience in KPIs creation & tracking, team delegation and understanding of marketplace or delivery business models, with the ability to align multiple stakeholders (Commercial, Legal, Partner & Courier Ops, Product and others) based on the company’s goals. 

5. Excellent communication skills in English (B2+), both written and verbal (to the team and senior management)l.

6. Hands-on mentality. You can zoom out on strategic topics, but you are willing to deep dive into details when the situation demands it.

7. Ability to establish strong ways of working and comfort managing multiple priorities, stakeholders and tight timelines in a high-growth competitive environment. 

8. Resilience and adaptability to remain focused and effective when priorities shift or ambiguity increases.

9. Proactive, bias toward action and continuous improvement mindset. You move things forward, remove blockers and enable faster execution while being curious about improving processes using experimentation, cross-functional alignment and out-of-the-box initiatives. 

10. Empathy, openness and humility. People-centered leadership style with a genuine drive to build strong teams, meaningful knowledge sharing community and create lasting impact to improve the life of millions of users, couriers and partners  through technology. 

Additional Information

At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds – all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?

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