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Senior Process Optimization Analyst MX

Hybrid in Barcelona·Full-time·Added today (last checked 11 Nov)

Delivery Hero

3 open roles

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Our summary

Work mode: Hybrid, Barcelona
Contract: Full-time
English: Required
Experience: 2+ years

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Skills

Requirements

What we're looking for

Must have

2–3+ years of experience in process design, SOP definition or optimisation, operations or business project management [HM to confirm].
End-to-end process design (AS-IS / TO-BE) and a process-oriented mindset.
Analytical, data-driven problem solving and KPI management.
Comfort with change and ambiguity: you adapt quickly when the business changes around you.
Cross-functional stakeholder management and communication, influencing without formal authority.

Nice to have

Experience standardising processes across several markets and managing local exceptions.
Experience with copilots, AI agents or automation in customer support.
Knowledge of on-demand delivery operations (riders, partners, customers), or a background in consulting.
Data literacy: running SQL queries and analyses on your own.

The role

You will own the processes our agents follow to solve issues while an order is on its way, for riders, partners and customers, across every market we operate in. It is our largest and most complex support area: rider models differ by country and keep changing, products evolve, and every change has to land in our SOPs quickly and simply, and show the impact in our live-order KPIs.

What you'll do

Own the live-order SOPs for riders, partners and customers: design, simplify and keep them up to date, working with Live Ops, Content and Training.
Adapt SOPs quickly when rider models, products or policies change, with Rider Operations, Partner Ops and Product.
Use data to find where processes break and improve live-order KPIs (satisfaction, handling time, first contact resolution), measuring the impact of every change.
Govern change requests from markets: decide what stays global and what needs a local exception, with Regional Program Managers and Legal.
Lead process projects end to end, from scoping to rollout and follow-up.

About Delivery Hero

Delivery Hero is a global leader in the online food ordering and delivery industry, operating in over 70 countries across Asia, Europe, Latin America, the Middle East, and Africa. The company partners with hundreds of thousands of restaurants and employs tens of thousands of people worldwide, making it one of the largest delivery platforms globally. Its portfolio includes well-known brands such as Foodpanda, Glovo, and PedidosYa, among others.

In Spain, Delivery Hero operates through its subsidiary Glovo, which is headquartered in Barcelona and has a significant presence in the country. The company's Spanish operations focus on local delivery services, and it offers opportunities for international professionals, particularly in roles like account management, where English and Spanish are commonly used. The work culture is dynamic and fast-paced, typical of the tech and delivery sector, with a strong emphasis on data-driven decision-making and customer satisfaction.

Industry: Food Delivery
Founded: 2011
Employees: 10,000–50,000
Headquarters: Berlin, Germany
In Spain: Barcelona

Good to know if you are moving

Delivery Hero's Spanish operations are centered in Barcelona, where Glovo is headquartered, offering a vibrant tech hub environment.
The company operates in over 100 countries, providing opportunities for international mobility and cross-cultural collaboration.
English is commonly used in the workplace, especially in roles like account management, making it accessible for non-Spanish speakers.
The food delivery industry is fast-paced, with a focus on innovation and data-driven decision-making, ideal for professionals seeking dynamic work.
Spain offers a high quality of life, and Barcelona is a popular destination for international talent, with a strong expat community.

In their own words

About the company & team

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.

Additional information

At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

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.g., 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!

All open roles at Delivery Hero