Glovo 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 65 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.
YOUR MISSION
As Head of Partner Experience, Marketplace Experience, you will be the strategic and operational owner of Glovo's end-to-end Partner Experience across 22 countries, ensuring every partner, from independent restaurants to global retail chains, sees Glovo as a platform that works for them, not just with them.
You will hold full accountability for how partners experience their relationship with Glovo Support, including ownership of the partner dispute process triggered by customer refunds and compensations. This is a nuanced and high-stakes remit: you will design fair, scalable policies that protect Glovo’s commercial interests and ensure partners are held accountable for service failures — while simultaneously making partners feel heard, respected, and supported throughout the process. Getting this balance right is what defines success in this role.
You will define the global partner support strategy, translate it into scalable processes and experimentation roadmaps, and partner closely with Product, Finance, and local teams to identify, prioritize, and implement improvements. Through strong governance and cross-functional collaboration, you will act as the gatekeeper of partner experience quality, ensuring Glovo is the platform partners trust and advocate for.
IN THIS JOURNEY YOU WILL
Redefine the Partner Support Experience: Design and implement seamless, scalable partner support workflows that reduce friction, resolve issues faster, and make every interaction with Glovo Support feel like a value-add. Champion the shift toward automated and self-service solutions without sacrificing quality or the human touch where it matters.
Turn Support into a Trust Driver: Ensure that when partners think about Glovo, support is a reason to stay, not a source of frustration. Develop frameworks to measure and continuously improve how support interactions shape partner perception, satisfaction, and advocacy.
Own the Partner Dispute & Accountability Strategy: Design and govern the end-to-end process for partner disputes arising from customer refunds and compensations. Build policies that are data-driven, commercially sound, and perceived as fair — balancing partner cost recovery with a partner experience that reinforces loyalty and long-term engagement.
Bridge Operations and Tech/Product: Act as the voice of the partner to Product, Engineering, and Finance teams. Translate partner pain points, especially around disputes and issue resolution — into actionable product requirements and scalable operational improvements.
Drive Cross-Functional & Regional Synergy: Collaborate closely with Country GMs, Regional Ops Leads, the International Performance team, and the Customer Experience function to ensure global partner experience strategies are executed consistently while accommodating local market nuances.
Champion Key Performance OKRs: Take full accountability for top-level metrics including Partner NPS, Partner Contact Rate, Dispute Resolution Satisfaction, and support cost-to-serve efficiencies. Use these as a compass for continuous improvement across all markets.
Lead Through Innovation: Continuously monitor the end-to-end partner journey, identifying bottlenecks and proactively proposing innovative, scalable solutions, including AI-powered tools to ensure Glovo remains a best-in-class platform for partners.
Lead and Develop Your Team: Manage a team of 4 people, fostering a high-performance, partner-obsessed culture. Set clear goals, remove blockers, and develop talent across the organization.
WHAT YOU WILL BRING TO THE RIDE
7+ years of experience in operations, strategy, account management, customer or partner experience — ideally in a marketplace, platform, or high-growth tech environment.
3+ years of leadership experience managing team leads and driving execution through others in complex, matrixed organizations.
A genuine partner-centric mindset: you understand that commercial accountability and partner advocacy are not opposites — and you know how to hold both.
Deep analytical acumen, able to use data to inform decisions, design fair policies, and manage trade-offs across partner satisfaction, margin, and operational complexity.
Strong strategic and operational capability, with a proven ability to translate strategy into clear plans and deliver measurable results.
Experience operating across multiple countries, navigating local market differences, regulatory constraints, and stakeholder complexity.
Experience working with product teams
Ability to influence senior stakeholders and align diverse teams without formal authority.
Fluency in English required; Spanish is a plus.
