[Skip to main content](#main-content) [ OpenNash ](https://opennash.com/) / [Jobs](https://jobs.opennash.com/) [ 01 Search jobs](https://jobs.opennash.com/search/)[ 02 Companies](https://jobs.opennash.com/explore/)[ 03 Hiring report](https://jobs.opennash.com/reports/hiring/)[ 04 AI assistants](https://jobs.opennash.com/connect/)[ 05 How it works](https://jobs.opennash.com/methodology/) Delivery Hero · Barcelona, Spain # Process Optimization Lead Barcelona, Spain Full-time Manager or lead Operations Listed on Delivery Hero’s official careers site. Posted November 3, 2026. Check that it is still open and apply there. [Apply on Delivery Hero’s careers site →](https://jobs.smartrecruiters.com/DeliveryHero/744000159417839-process-optimization-lead) [OpenNash Jobs](https://jobs.opennash.com/) / [Delivery Hero](https://jobs.opennash.com/companies/delivery-hero/) / Process Optimization Lead ## Job description You will own the post-delivery experience at Glovo, from the first complaint to the resolution, and decide how it should work. Over the next 12–18 months you will work with the central service team to make one great experience work in every country we operate in, lead the rollout of our AI agent on real post-delivery cases, and own the hardest problems, where keeping the customer and protecting profitability pull in opposite directions. The organisation around you is still taking shape, and you will help shape it. THE JOURNEY Own the post-delivery strategy and KPIs (contact ratio, resolution, satisfaction, compensation cost), working with Finance and Product. Partner with the central team to define processes, KPIs and testing of the global AI-agent roll-out. Work with local teams to protect complex, country-specific cases that must stay local. ### Lead and develop the post-delivery team set priorities, coach, and keep the team steady through changes. Run root-cause analysis on post-delivery contact drivers and turn it into process, content, product or policy changes. Be the point of contact for post-delivery within Marketplace Experience, Product, Finance, Content, Training and QA, and align the team's plans with the cross-journey roadmap. ## Qualifications ### WHAT YOU WILL BRING TO THE RIDE Must have Experience leading a customer or operations area end to end, with a record of improving KPIs through data. 5+ years of experience in the related fields Experience managing or leading a team through change (re-organisation, scope transfer, new central structure). Strong influence across central teams, product and local entities, without relying on formal authority. ### Comfort with ambiguity you move forward with incomplete information and adapt as decisions land. Nice to have Experience standardising processes across several markets. Experience with AI agents, copilots or automation in customer support. Background in on-demand delivery, marketplaces or e-commerce operations. ### Data literacy running SQL queries and analyses on your own. ## At a glance - Posted by the employer: Nov 3, 2026 - First seen by OpenNash: Nov 9, 2026 - Last checked: Nov 9, 2026 - Listed for: 6 days - Location: Barcelona, Spain - Employment type: Full-time[Apply on Delivery Hero’s careers site →](https://jobs.smartrecruiters.com/DeliveryHero/744000159417839-process-optimization-lead) ## Hiring at Delivery Hero - Open jobs: 816 - New in the last 7 days: After two weekly collections - Tracked since: Oct 12, 2026 [All Delivery Hero jobs](https://jobs.opennash.com/companies/delivery-hero/) · [Weekly hiring report](/reports/hiring/) ## More jobs at Delivery Hero ### [Analyst Health & Safety Global HQ](https://jobs.opennash.com/companies/delivery-hero/jobs/2128967ace4d7c3571ee/) Barcelona, Spain ### [Android Engineer I, Local Shops - Quick Commerce](https://jobs.opennash.com/companies/delivery-hero/jobs/07da16fa2d96ba5d3e67/) Barcelona, Spain ### [Comms & AI Intern](https://jobs.opennash.com/companies/delivery-hero/jobs/5e169f75535bfc89109a/) Barcelona, Spain ### [Fraud & Risk Project Manager](https://jobs.opennash.com/companies/delivery-hero/jobs/3d81ae882bda36939d22/) Barcelona, Spain ### [Intern Catalog Content Global HQ](https://jobs.opennash.com/companies/delivery-hero/jobs/00e4d45d70a08c6c91a6/) Barcelona, Spain ## Similar jobs at other companies ### [Business Analyst - Business Process Optimization](https://jobs.opennash.com/companies/deutsche-post/jobs/54dcfc454522d7c0ccb5/) Deutsche Post · Petaling Jaya, Selangor, Malaysia ### [Collections & Process Optimization Specialist](https://jobs.opennash.com/companies/metlife/jobs/a01b8243ff08edc06784/) MetLife ### [Process Engineer Internship: Enhancing CVD process efficiency and film quality through systematic recipe optimization](https://jobs.opennash.com/companies/applied-materials/jobs/37b98f6533294697233e/) Applied Materials · Singapore, SGP ### [Process Optimization Analyst](https://jobs.opennash.com/companies/w-r-berkley/jobs/6537b71544f9ddc1e90d/) W. R. Berkley ### [Process Optimization Manager](https://jobs.opennash.com/companies/w-r-berkley/jobs/c1cb05c4457a7f03cb43/) W. R. Berkley OpenNash lists jobs from employers’ own careers sites and does not handle applications. Dates come from the employer where stated; “first seen” and “last checked” are our own observations. [ OpenNash ](https://opennash.com/) AI-native services firm that builds custom software and 24/7 AI agents. OpenNash Jobs is an OpenNash Applied AI project. 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