Barcelona, Spain

Full-time

Operations

Who we are:
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 70 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.

YOUR MISSION

We are looking for a Head of Workforce Management (WFM), Marketplace Experience to own the end-to-end planning engine behind Glovo's general customer support operation; covering demand forecasting, BPO staffing, real-time operations, and agent productivity at scale across all markets.

You will be operating in one of the most analytically demanding, fast-moving environments in Glovo. The team you'll inherit is capable but underdeveloped, and the role comes with three transformation opportunities:



moving forecast accuracy from directional to reliable; transforming the team from regional generalists into specialist tracks; and building stronger foundations in tooling, process, and analytics to take WFM to the next level at Glovo..

The profile we need has been forged in high-velocity, data-intensive environments: someone whose instinct is to build a model, not read a report; who fixes the planning system rather than managing the symptoms of a bad one; and who has a track record of building or rebuilding a function, not just running one. If your background is exclusively traditional BPO, this role will be a stretch.

THE JOURNEY
- Own Glovo's end-to-end demand forecasting: build short
- and long-term models from first principles using statistical and ML-based methods, set the accuracy benchmark, and report performance transparently to non-WFM leaders.
- Translate forecasts into staffing plans across all BPO locations, time zones, languages, and channels; balancing SLA delivery with cost efficiency and productivity targets.
- Hold BPO partners acc

📌 Head of Workforce Management Marketplace Experience (Barcelona)
🏢 Glovo
📍 Barcelona