Head of Workforce Management Live Operations Global HQ

Company Description

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.

Job Description

YOUR MISSION

As Head of WFM, you will lead the end-to-end workforce planning cycle across our multilingual, international support operations. From forecasting and scheduling to real-time execution, you’ll be responsible for turning data into action and action into world-class service. You’ll build a scalable team structure, establish clear planning standards, and champion the development of expertise across core WFM pillars. This is a pivotal role in reshaping how we plan, staff, and respond to customer demand while elevating both operational performance and team growth.

You’ll also take on some critical transformation challenges:

• Elevate forecast accuracy and clarity—we’re just scratching the surface in modeling, benchmarking, and communicating forecast progress across non-WFM stakeholders.
• Restructure the WFM team—we currently operate in a highly regional and generalist model; specialization and career growth are underdeveloped.
• Build real-time management as a core function—RTA coverage (especially on weekends) is limited or missing entirely.

THE JOURNEY

Forecasting & Capacity Planning

• Build and refine accurate short- and long-term demand forecasts using historical data, business inputs, and predictive analytics. Forecasting needs to fully tailored to Glovo realities and needs
• Establish a robust methodology for measuring and improving forecast accuracy.
• Communicate forecast assumptions, progress, and accuracy transparently to non-WFM leaders.

Scheduling & Deployment

• Ensure optimal staffing across time zones, languages, and channels, while balancing SLAs and productivity.
• Redesign scheduling processes to introduce structure, repeatability, and expertise, rather than region-based ad hoc ownership.

Real-Time Operations (RTA)

• Create a real-time management function from the ground up: define team responsibilities, tools, metrics, and coverage (including critical areas like weekends and high-volume shifts).
• Build escalation protocols and empower the team to act dynamically in live environments.

Team Leadership & Structure

• Lead, mentor, and restructure a high-performing WFM team.
• Shift from generalist, regional models to specialist tracks (forecasting, scheduling, RTA).
• Foster professional growth, clear role definitions, and a learning-first culture.

Stakeholder Collaboration

• Align closely with BPOs, Customer Experience, Product, and Finance to ensure clarity and buy-in on planning decisions.
• Translate complex WFM concepts into actionable insights for non-technical and cross-functional audiences.

Tool Ownership

• Own and optimize Assembled and other WFM platforms. Ensure data accuracy and define process standards.
• Collaborate with internal tech teams to enhance functionality aligned to evolving business needs.

Change & Performance Management

• Lead key transformation projects—especially around team structure, forecast maturity, and real-time capability.
• Implement KPIs, dashboards, and reporting cadences to measure and improve WFM impact over time.

Qualifications

WHAT YOU WILL BRING TO THE RIDE

• Proven experience leading WFM teams and designing high-performing planning functions in fast-paced, high-growth environments.
• Expertise in forecasting, scheduling, and real-time operations—especially in building or transforming underdeveloped areas.
• Data Sciences capabilities in order to improve forecasting accuracy with a complex set of input to be defined.
• Track record of team structuring and developing specialized roles within WFM.
• Strong stakeholder and communication skills—you can bridge the gap between analytics and business impact.
• Hands-on experience with WFM platforms (especially Assembled) and data visualizatio