Head of Operations

If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries. 

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

🤝 Our culture and strong values. 

• We have an ‘’office-first’’ culture and we place collaboration at the center of everything we do! 
• We have a non-vanilla personality and feedback mindset. We don’t shy away from difficult conversations - we see them as a gift! 
• We work with high intensity and have fun along the way.  We also celebrate the wins (a lot!). 
• We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work. 

💪Our career development philosophy. 

• We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential. 
• We take ownership of our career development. We don’t believe in linear and predictable career paths - we create the job of our dreams! 
• We embrace opportunities to move the needle and make an impact beyond our scope. 

🤝Our commitment to being a force for good. 

• Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact. 
• We invest in doing good by dedicating time and resources into social and environmental initiatives. 
• We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.

We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts.

YOUR MISSION:

The way we manage our company is built on the belief that by giving a “WOW!” service to our clients, we will be able to change the delivery market. How are we doing it? By paying attention to all the details. Glovo is a hyperlocal marketplace featuring the trendiest places in each city & delivering their products in less than 35 mins.

Step up to the ambitious challenge of achieving best-in-class operations/delivery times in some of our most complex cities. Glovo offers an exciting opportunity for a data-focused, analytical professional who obsesses over details and is always looking for how to improve the performance of our couriers, and restaurant partners. You will have access to unlimited data to facilitate creative decision-making and access to a world-class tech team that can turn your recommendations for the country’s operations into an efficient reality.

This role is for a senior leader (Head of Operations) of Glovo’s operations team, which focuses on supporting our couriers and partners to improve the operations and user experience around delivery. As a Head of Operations in Moldova you will have the unique opportunity to help us:

• Couriers (Supply Ops): Improve delivery times, quality of service and overall satisfaction
• Partners (Partner Ops): Improve on key metrics such as preparation time, waiting time, menu quality
• Glovo
• Help us reach KPIs and position Moldova as one of the best performing countries in Glovo
• Setup best in class ways of working for our operations teams
• Work with your team leads to grow our talent and build a great team culture

We're looking for someone who has a mix of the:

• Operational excellence to get great work done
• Negotiation and collaboration skills needed to bring out the best from our partners
• Strategic, innovative and creative thinking that's required to develop outside the box solutions
• Management skills and emotional intelligence required to lead and inspire a team

THE JOURNEY:

• Devise the long-term ops strategy for Moldova - grow, develop, and make a difference while encouraging you to bring your unique perspective to the table
• Evaluate strategic opportunities, performing (together with your team) a broad range of quantitative and qualitative analyses.
• Analyse data obsessively to identify trends and build successful implementation strategies for our on-demand operations
• Be the owner of the operational metrics for your country and work closely with Regional Operations Manager and the General Manager of Moldova: understand, deep-dive, have under control and improve the supply status to ensure we deliver ops excellence and great customer experience across all cities
• Lead a team of ~3 direct individuals (and several non-direct) and lead your direct and indirect team to greatness - hire top talents, help them perform, grow and develop as professionals
• Drive, structure, analyse and channel daily work and information with local team - setting goals, delegating, and supervising the team’s performance
• Work with a cross-functional team (marketing, commercial, finance) to achieve quick & quality execution
• Establish and maintain relationships with key stakeholders (couriers and partners)
• Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference
• Contribute towards the continuous improvement of the global operations through out-of-the-box thinking.

WHAT YOU WILL BRING TO THE RIDE:

Background 

• At least 7+ years of total work experience
• At least 3+ years of experience in high demanding positions (operations, consulting, investment banking, etc.). Experience in on-demand industry is a plus, but not required

Leadership, Business Acumen and Collaboration 

• Team leadership:
• 3 years of experience in leading and motivating teams to achieve collective goals
• Experience managing high-performance teams to achieve ambitious goals - strong organisational skills and delegation, ability to prioritise and multitask, work well under pressure, and handle multiple issues simultaneously in a dynamic environment
• You should be able to motivate and develop teams
• Business acumen:
• Proven track record of understanding and empathising with clients’ / partners' business models, challenges, and objectives to create strategies and deliver value through collaboration
• Stakeholder collaboration:
• External: Proven experience of working with external partners to align on strategic initiatives, foster mutual growth, and ensure seamless collaboration
• Internal: You’re an expert on managing stakeholders, working with peers, and leveraging other teams aspiring to do what’s best for the company 

Key Skills

• Strong problem-solving skills - you are hypothesis-driven & looking for data to drive decisions
• Great communication and interpersonal skills - you can negotiate contracts with large organisations AND explain Glovo’s value proposition to couriers and micro and small enterprises
• Project management skills, highly organised and detail-oriented approach
• Excellent knowledge of Google Suite and/or MS Office, Excel
• Excellent written and spoken Romanian & English language

Culture

• Ability to work in a high growth and high-performance start-up with a fast pace
• Adaptable, positive mindset: possess a flexible attitude towards evolving roles within the ops domain; we value versatility & the ability to adapt to new challenges while ensuring a consistent job scope
• A can-do attitude about building a fleet of ~330 couriers and optimising the performance of >700 restaurants and stores
• Endless curiosity - you wonder why problems exist, spend hours figuring out why, and can’t stop thinking about solutions
• An empathetic and inclusive attitude - you are always respectful, kind, and fair

Individuals representing diverse profiles, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• 🌟 An enticing equity plan that lets you own a piece of the action.
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo credit to satisfy your cravings 
• 🏖️Flexible time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.
• 📚 An external learning budget to fuel your thirst for knowledge and personal growth.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. 

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life? 

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!