Experteer Overview
In this role you will lead Glovo’s Customer Experience strategy, owning refunds, compensations, and overall support quality at scale. You will align cross-functional teams with product and engineering to improve self-service and automated support while protecting margins. You’ll evangelize data-driven policies, run A/B tests, and translate customer pain points into practical product requirements. You will collaborate with local markets and leadership to drive a 5-star customer experience across global and regional operations.
Compensaciones / Beneficios
• Own the general refunds u0026 compensations strategy with data-driven policies and budget oversight
• Redesign support workflows to be seamless, scalable, and AI-assisted
• Act as the voice of the customer to Product, Engineering and Tech, translating pain points into requirements
• Collaborate with Country GMs, Regional Ops Leads, and International Performance teams to implement global strategies locally
• Own top-level metrics (CSAT, contact rate, retention, cost-to-serve) and drive improvements
• Lead through innovation by identifying bottlenecks and scalable solutions across the customer journey
• Leverage AI and automation to scale support, shorten resolution times, and personalize the experience
Responsabilidades
• 10+ years of experience in growth, strategy consulting, operations, tech, or customer experience
• 3+ years of leadership experience managing cross-functional teams in a matrixed organization
• Strong strategic and operational capability with a track record of translating strategy into plans and results
• Deep analytical acumen with data-driven decision making across growth, margin, and operations
• Experience operating across multiple countries with local market differences and regulatory constraints
• Ability to influence senior stakeholders without formal authority
• Fluency in English; Spanish is a plus
Requisitos principales
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