CUSTOMER EXPERIENCE PROJECT MANAGER I (THEY/SHE/HE)

nbsp; 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 local restaurants, grocers and supermarkets, and high street retail stores.
We operate in more than 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 ‘’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 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 In-app customer needs.
continuous improvement based on main indicators defining the right path for iteration (satisfaction indicators, Retention, navigation funnel, etc) - Work together with internal and external stakeholders.
act as subject-matter expert and main point of contact  for global/regional teams for any feedback & requests concerning Inapp experience - Own setup and execution for 20+ countries ensuring consistency across markets and creating country-tailored solutions when needed - Analyze data to identify actionable insights to improve performance of the different flows - Co-define 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, follow-up - 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 hands-on attitude - Proficiency in English - Coding skills.
experience defining structures to configure workflows, conditions, and actions - Tech savvy, willingness to learn become the go-to 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 start-up with a fast pace   Nice to have - UX/Design knowledge - A/B testing experience - Previous experience in customer support - Previous experience in consulting environment - Knowledge of YAML/Python language If you believe you match these values, we look forward to meeting you! 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! Cobee discounts on transportation, food, and even kindergarten expenses.
Discounted gym memberships to keep you energized.
️ Extra 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! Enhanced parental leave, and office-based nursery.
Online therapy and wellbeing benefits to ensure your mental well-being.
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.
., 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!