The Program Manager (Customer Experience) will lead implementation of CX projects in line with business growth priorities.
Will lead process improvement at a market level at Glovo based on our customer feedback. Will work cross-departmentally with partners at all levels, including senior leaders, to achieve successful delivery of projects.
Must understand that success comes from coordination, oversight, and effectively delivering against timelines.
You will :
Develop the overall project plan with the goal of creating a best in class customer experience for our couriers, users and partners
Manage all aspects of project(s) : planning, implementation, monitoring, operational issues, tracking, completion, follow-up;
Manage competing timelines and prioritize critical tasks;
Establish and achieve project standards for quality and quantity;
Assess project issues and develop solutions to reach productivity, quality and client satisfaction;
Define consistent landmarks across projects and work with teams to implement tracking of task and delivery.
Facilitate project meetings focused on status reporting, problem solving, feedback, and fostering open communication within the team on project planning;
Drive improvement on processes, policy and system flows especially in customer handling procedures across various channels and areas to meet our customer goals;
Critically review potential greater efficiency in business process changes;
Liaise with various business teams (CX team, Marketing, Operations, Strategy, Supply) to sync up on systems solution and customer satisfaction.
Work closely with policy owners to obtain approval for new policies when needed;
Track issues and drive resolution with stakeholders;
Track and work closely with process owners to ensure changes to business processes are updated / documented.
Experience working in projects with customer satisfaction goals
Experience working in consultant companies;
Experience with project management;
Experience in cross-functional teams without direct line authority;
Able to work efficiently with limited supervision;
Experience with agile methodology;
Third party management experience.
Our core values are very important to us :
Gas : We think big and take calculated risks to go for all business opportunities, no matter how challenging they are! We work hard as a team and execute fast.
Everyone Wins : We are here for the long run. Glovers, Partners and Users are on the very center of everything we do. If they win, Glovo wins.
So for every decision, we make sure we are positively impacting them.
Good vibes : Our teams are built of people that radiate positive energy and managers that are honest and fair. No assholes allowed! We stay optimistic no matter what, infecting each other with positivity, joy, and the desire to spend time together.
Stay Humble : Always act humble : Everybody must roll up their sleeves and get their hands dirty to make our big plans a reality.
We are tiny! We are conscious of how big the opportunity is and how much we’ve got left to do.
Glownership : Act as one company one team : Care first about Glovo, not your role or your department. Own your stuff, no question, but go beyond your role;
help before you are asked. Everything you need to make things happen, you do it. Glow it!
If you believe you match these values, we look forward to meeting you!
A seat on the rocket ship, an opportunity to work closely with all the departments at Glovo
Scale with a rapidly growing startup, with tons of opportunity for growth
Work in an international, dynamic and passionate environment, and play a role in transforming how we access our cities
Competitive salary based on experience and equity plan
Monthly pizza and beer party, and Monday breakfast
Team building activities in the office (weekly movie nights and board games nights)
Free Glovo credits