Continuous Improvement & Quality Program Manager - Marketplace Experience

About the Position

Continuous Improvement & Quality Program Manager - Marketplace Experience

• Location: Berlin, Germany
• Type: Full-time

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About the Company

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.

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Responsibilities

• Lead Multi-Hub Quality Strategy: Own the end-to-end quality framework and audit strategy across our BPO partner hubs, ensuring processes are standardized, scalable, and globally aligned.
• Execute Continuous Improvement: Lead root-cause analyses to identify systemic process gaps, launching targeted improvement initiatives that directly boost customer satisfaction and SLA compliance.
• Establish Closed-Loop Quality Frameworks: Feed quality audit insights directly back into recruitment profiling, onboarding curricula, and ongoing coaching mechanisms to proactively address recurring performance gaps.
• Drive Regional Calibration & Consistency: Host structured, cross-site calibration sessions with BPO leads and auditors to minimize scoring variance and maintain consistent evaluation standards across geographies.
• Partner Cross-Functionally for Operational Scale: Collaborate closely with Regional Service Delivery Heads, Training leads, and external BPO operational managers to align operational priorities, resolve risks, and execute strategic regional initiatives.
• Drive Independent Data Extraction & Analysis: Leverage SQL to extract, query, and analyze raw transaction and audit datasets, turning operational data into actionable insights and leading indicators of quality.

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Requirements

• Experience: 3 to 5 years of Quality Operations experience in fast-paced, tech-driven environments, ideally gained within service-driven environments (e.g., customer support, hospitality, or allied service sectors).
• Certifications: Lean Six Sigma Yellow or Green Belt certification or formal methodology training.
• Skills:
  • Project Management capability (PMP or equivalent appreciated)
  • Vendor governance and risk modeling experience
  • Bilingual fluency in English and Spanish (C1/C2)
  • Independent SQL proficiency

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Nice to Have

• Bilingual fluency in Portuguese
• Experience managing cross-border hubs

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We Offer

• Opportunity to work in a global, innovative company
• Be part of a diverse and inclusive team
• Professional growth and development

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About the Company

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!