Head of Operations at Glovo

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 60 mins.

Step up to the ambitious challenge of achieving best-in-class delivery time in some of the country’s 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 working with the Glovo team to support our couriers and partners to improve theit operations and user experience around delivery. As a Head of Operations in Nigeria you will have the unique opportunity to help us:

• Couriers (Supply Ops): Improve delivery times, quality of service and overall satisfaction of couriers
• Partners (Partner Ops): Improve on key metrics such as preparation time, waiting time, menu quality
• Glovo
  • Help us reach KPIs and position Nigeria 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 (Couriers or Retailers)
• 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

• Lead a team of Ops Specialists, guiding them and helping them both to achieve their goals and to develop their skills
• Lead by example by being incredibly truth-seeking, making data-driven decisions, and setting high standards for the team
• Establish the monthly/quarterly goals of your cities and be responsible for their operational metrics, continuously monitoring their achievement
• Be able to perform any required analysis and provide actionable ideas to improve indicators and solve any possible problems in the cities of your region
• Support Commercial team on operational issues, identifying areas for improvement and possible actions, always with a didactic and positive attitude
• Understand, deep-dive, and have a complete understanding of the local supply situation at all times
• Identify channels to source new leads and potential Glovers through both online and offline medium
• Analyze daily, weekly, and monthly operation metrics with a macro view of the long-term success of the city/region
• Put yourself in the Glover’s shoes - understand who they are in order to execute the best possible outcome and choose properly the solution we are launching or testing
• Reassure we provide best-class experience for our couriers, fleet partners and we are platform number #1 of their choice
• Have a blank page for you to create! We don’t stick to a single playbook, and we expect you to build your own as the business and market evolves

WHAT YOU WILL BRING TO THE RIDE

• At least 2 years of recent experience in Nigeria at a senior level in an operations role
• Minimum 3 years of management experience in a fast paced, demanding role (big tech, investment banking, private equity or consulting)
• Excellent proficiency in Microsoft Excel, Word and Powerpoint of G suite equivalent 
• STEM degree is preferred
• Combine a day by day and tactical management with a strategic and long-term view
• You should be able to motivate and develop teams
• You should be able to get your hands dirty, be on the frontlines rather than delegate tasks routinely
• Results-oriented, autonomous and efficient. Decisions taken should be driven by available data
• Strong analytical and problem-solving skills are required
• Strong project management skills is a must
• Knowledge of the local regulatory environment is not required but will be an advantage
• Strong organisational skills and delegation, ability to prioritize and multitask, work well under pressure, handle multiple issues simultaneously in a dynamic environment
• Demonstrate sound written and verbal communication skills