Operations Manager

Job Ref ID: JR0074606   📢 DISCLAIMER 📢  only CVs in English will be considered   YOUR  MISSION As the Operational Compliance & Rider Operations Lead in Italy, your mission is to shape and safeguard Glovo's local operational framework while elevating the rider experience during a period of rapid growth. Reporting directly to the Head of Operations, you will take full ownership of navigating complex union relations, local regulatory compliance, and seamless rider support processes over the next 12–18 months. By driving high standards of operational compliance and efficiency, you will build a sustainable foundation for our delivery network across the market. THE JOURNEY Lead & Support a High-Performing Team: Manage, mentor, and develop a team of 4 direct reports across rider acquisition, rider experience/support, billing & cash management, union relations, and legal/authorities support. Ensure 100% Operational & Legal Compliance: Define, deploy, and monitor robust local processes to guarantee strict compliance with Italian regulations, local laws, and authorities' guidelines. Manage Industrial & Union Relations: Establish and maintain a constructive, highly productive framework for union dialogue and external institutional relationships to navigate complex local frameworks smoothly. Optimize Rider Support & Billing Operations: Drive continuous improvement in rider experience, ensuring seamless onboarding, responsive support, and accurate, automated billing and cash management processes. Cross-Functional Collaboration: Partner closely with Global Operations Teams, Legal, and Finance departments to align local operations with global strategies and implement best practices. Drive Process Efficiency & Automation: Leverage operational data and analytical tools to streamline workflows, reduce friction in rider operations, and scale processes efficiently. WHAT YOU WILL BRING TO THE RIDE People Leadership: Proven experience in managing, coaching, and developing direct reports (managing a team of 4+) with a strong track record of operational leadership. Analytical & Data-Driven Mindset: Hands-on proficiency with Excel and analytical platforms (e.g., Looker), combined with a mindset for process automation and data-informed decision-making. Project & Stakeholder Management: Strong ability to execute complex projects and navigate diverse internal/external relationships, from global cross-functional leadership to local authorities and external partners. Language Fluency: Professional native/bilingual proficiency in both Italian and English (both written and spoken). Nice-to-Haves: Industry & Regulatory Experience: Previous background in operations within heavily regulated sectors, delivery platforms, or fast-paced logistics environments. Legal & Industrial Relations Expertise: Familiarity with Italian labor laws, industrial relations, or legal framework negotiations. Individuals representing diverse…