Sr Project Manager MX Global

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

As a Marketplace Rider Project Manager, you will play a key role in optimizing Rider Support operations for the Spanish market and supporting the evolution of new rider models. You will combine data analysis, operational problem solving and project execution to improve service efficiency, ensure regulatory compliance and deliver a high quality support experience for riders.

In this role, you will identify operational gaps, lead service flow improvements and drive initiatives that impact key metrics such as contact ratio, rider satisfaction, supply efficiency and service related costs.

You will also act as a key bridge between Supply Operations and Marketplace Experience (MX), ensuring rider support processes align with operational needs while maintaining efficiency and compliance.

Qualifications

Be a part of a team where you will:

• Identify Operational  improvement opportunities: Analyze service performance data and conduct deep dives to uncover operational inefficiencies and service gaps in the Spanish market.

• Drive Strategic KRs: Identify new opportunities to improve main KRs, including contact ratio, rider satisfaction, cost savings and supply efficiency.

• Lead Optimization Projects: Execute projects aimed at improving rider support operations, including initiatives to reduce rider fraud, optimize contact reasons and improve service flows. 

• Develop Experience Processes: Create new agent experience processes specifically for the ES rider model and propose self-service improvements for HelpCenter flows.

• Work closely with Supply Ops and local operations teams to ensure rider support processes support fleet efficiency and comply with Spanish regulatory requirements. Represent Marketplace in operational forums and cross-functional meetings. 

• Scalability & Expansion: Contribute to the rollout and adaptation of new rider models or service processes in other markets when relevant.

Additional Information

You have:

• Strong Analytical Skills: Proven ability to perform independent queries and analyze operational data,  conduct deep dives and translate insights into practical operational improvements

• Experience: 2–4 years in project management, consulting or operations

• Project Management Expertise: Experience managing initiatives end to end, from identifying problems and validating hypotheses to executing solutions and tracking results.

• Stakeholder Management: Experience influencing without authority and coordinating across Supply, Legal, Product, and Local Ops teams.

• Problem-Solving & Compliance: Ability to ensure service operations remain compliant with market regulations while optimizing for efficiency.

• Soft Skills: High ownership, adaptability and a bias for action.

• Language: Fluent in  English and Spanish