Rider Service Project Lead

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Rider Service Project LeadFull-timeCompany DescriptionGlovo 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 DescriptionYour work-life opportunity:As a Rider Marketplace Experience Lead, you will play a key role in defining and executing a rider support for new rider models being rolled out across multiple European markets, while also overseeing ongoing operations in markets already running under differentiated rider models.You will combine strategic thinking, data analysis and operational execution to design scalable service flows, balance the introduction of new support processes while ensuring a high quality experience for riders and keeping key operational metrics on track.You will also have the opportunity to act as Program Manager for cross-functional initiatives (e.g. Rider Fraud program) that require end-to-end coordination across multiple teams and stakeholders. QualificationsBe a part of a team where you will:Define and execute multi-market support strategy: Own the strategy and execution of rider support service models across multiple markets, each at different stages of maturity and with distinct regulatory constraints. Sequence initiatives, manage dependencies and ensure operational consistency across markets.Lead cross-functional programs: Coordinate cross-topic initiatives such as fraud prevention programs, managing roadmaps and driving delivery across Legal, Supply Ops, Product and Marketplace Experience teams without formal authority.Drive strategic KRs: Identify and lead opportunities to improve key metrics including contact ratio, rider satisfaction, supply efficiency and service-related costs across all markets.Develop scalable service architectures: Design new agent experience processes and self-service flows tailored to each rider model, and identify best practices that can be replicated across markets.Ensure regulatory compliance: Keep rider support processes aligned with local regulatory requirements in each market, while maintaining operational efficiency and scalability.Bridge Supply Ops and Marketplace Experience: Represent MX in operational forums and cross-functional meetings, ensuring support flows align with fleet efficiency goals and operational needs across markets.Additional InformationYou have:Experience: 6-8 years in project management, operations, strategy or business analytics, with proven exposure to multi-market or cross-functional program managementAnalytical & Data Skills: Strong analytical and problem-solving skills with experience in KPI tracking and optimisation. Able to independently query and extract data (SQL or equivalent) to validate numbers and drive analysis. Comfortable working with dashboards and performance metrics, with a good understanding of financial impact on operationsStrategic Thinking: Ability to assess the broader picture, define approaches across markets, prioritize based on impact and challenge proposals when needed, not just execute requestsProject & Program Management: Proven ability to lead complex, multi-stakeholder projects end-to-end, including scoping, planning, roadmap management, risk tracking and stakeholder alignment across multiple concurrent workstreamsStakeholder Management: Strong influencing and communication skills. Experience coordinating across Legal, Operations, Product and Support teams at regional or global level without formal authorityProactive & Organised: Proactive approach, great organisation skills and obsession with detailResilience & Prioritisation: Ability to manage multiple tasks, prioritise workload and thrive in a fast-paced, demanding...