Customer Experience Project Manager I - Barcelona, España - Glovo

Glovo

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

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 25 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 ''officefirst'' culture and we place collaboration at the center of everything we do
We have a nonvanilla 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

You will join the Global Live Operations team responsible to build the vision and strategy for our customer support experience.

As a Customer Experience Project Manager you will help design the experience of our users with the support flows in the app to maximize satisfaction and drive retention, while minimizing unnecessary cost.

Roles & Responsibilities

As part of our team you will:

Look after the Self Service customer support journey within our App:
Build and maintain every flow within the tool, seeking optimal experience while ensuring right scalability and cost efficiency
Technical facilitator to understand potential dependencies to unblock continuous improvement
Liaise with several teams (CX, Process, Product and Analytics & data teams) to align on the best system solutions to thrive customer satisfaction.
Represent Inapp customer needs: continuous improvement based on main indicators defining the right path for iteration (satisfaction indicators, Retention, navigation funnel, etc)
Own setup and execution for 20+ countries ensuring consistency across markets and creating countrytailored solutions when needed
Analyze data to identify actionable insights to improve performance of the different flows
Codefine support strategy to shape our service based on automations capabilities, contact deflection and agent support
Manage all aspects of the project: planning, implementation, monitoring, operational issues, tracking, completion, followup
Report to the LiveOperations Customer Manager

Profile/Requirements
- +3 years of experience managing projects e2e, creating user stories and defining/following challenging timelines

Degree in Engineering, Business, or similar
Analytics skills and data driven decision making
Problem solving skills, attention to detail and handson attitude
Proficiency in English
Coding skills: experience defining structures to configure workflows, conditions, and actions
Tech savvy, willingness to learn become the goto person for new tools
Process improvement and automation mindset
Able to communicate results to key stakeholders in a concise and clear manner (in writing and orally)
Ability to turn strategic insights into actions, by structuring and leading projects. Build hypotheses and test them (sometimes by piloting new businesses entirely)
Comfortable working in a high growth and high performance startup with a fast pace

Nice to have