About
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 65 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 Ref ID: JR0088670
Own how our agent teams work and how we define, measure and improve assortment quality across a catalog of +10 million products. You will build the Agent Operating Model and the Enrichment framework that turn agent capacity into a more accurate, consistent and complete assortment, at speed and scale, so that what millions of users see every day on Glovo is right.
The Journey
•Act as Agents Manager: all agents across the two hubs report to you; you own their performance management, coaching and day-to-day follow-up together with the hub Leads, and define how ~26 agents are split between Ops and Enrichment
•Define performance metrics per agent and per hub (accuracy, quality, productivity, rework), run the feedback and coaching cadence and report on it weekly
•Quantify the business impact of the Agent Hubs, identify potential savings and build the yearly headcount plan; identify which tasks can be automated or AI-assisted
•Define what "good assortment" means per category, run the gap analysis (tooling, training, data, automation) and work with the Senior PM of PIM Cleanup & Governance and the PM of Content Enrichment to source external data (e.g. GS1, manufacturer and partner data)
•Run a deep dive on the Product Onboarding flow end to end: understand how agent quality impacts the PIM & Catalog assortment, find where products get blocked and which problems the process creates, and take systemic issues to the central team
•Own the Enrichment framework: define which product attributes matter per category (nutritional information, allergens, ingredients, food labelling, variants), set quality and completeness standards, and verify that what agents deliver meets them
•Increase the quantity and quality of product information through automation: with Data and Product, scope and prioritise automated or AI-assisted enrichment (external data sources, label and attribute extraction) with human review thresholds, and compare its output with agent quality
•Follow cross-functional enrichment projects: define the rules, success metrics and rollout with Product, Data and local teams
Requirements
•3–5 years of experience in operations, quality programs, content/catalog operations or vendor (BPO) management in a tech or e-commerce environment
•Proven track record designing operating models and documentation (SOPs, playbooks, SLAs, QA sampling, escalation workflows) for non-expert or outsourced teams
•Strong analytical skills: able to build performance metrics per agent and per hub, read large-scale data outputs and link quality work to business impact, without necessarily writing code
•Structured problem-solver: able to decompose ambiguous goals into clear workstreams with measurable milestones
•Experience influencing cross-functional stakeholders (Category, Product, Data, local teams) without direct authority
•Experience with Salesforce
•Fluent in English (written and spoken)
Nice to have
•Familiarity with PIM systems, catalog management, or e-commerce data quality
•Knowledge of food product information and labelling (nutritional values, allergens, ingredients) or experience with product matching and variants
•Experience allocating work between agent teams and automation or AI-assisted workflows
•Exposure to data tools: SQL basics, BI dashboards (Looker, Tableau, BigQuery)
•Background in marketplace, grocery, retail or multi-vertical platform environments
•Experience with project management tools (Jira, Asana) at team scale
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.
