Head of Workforce Management Live Operations Global HQ

YOUR MISSION

As Head of WFM, you will lead the end-to-end workforce planning cycle across our multilingual, international support operations. From forecasting and scheduling to real-time execution, you’ll be responsible for turning data into action and action into world-class service. You’ll build a scalable team structure, establish clear planning standards, and champion the development of expertise across core WFM pillars. This is a pivotal role in reshaping how we plan, staff, and respond to customer demand while elevating both operational performance and team growth.

You’ll also take on some critical transformation challenges:

• Elevate forecast accuracy and clarity—we’re just scratching the surface in modeling, benchmarking, and communicating forecast progress across non-WFM stakeholders.
• Restructure the WFM team—we currently operate in a highly regional and generalist model; specialization and career growth are underdeveloped.
• Build real-time management as a core function—RTA coverage (especially on weekends) is limited or missing entirely.

THE JOURNEY

Forecasting & Capacity Planning

• Build and refine accurate short- and long-term demand forecasts using historical data, business inputs, and predictive analytics. Forecasting needs to fully tailored to Glovo realities and needs
• Establish a robust methodology for measuring and improving forecast accuracy.
• Communicate forecast assumptions, progress, and accuracy transparently to non-WFM leaders.

Scheduling & Deployment

• Ensure optimal staffing across time zones, languages, and channels, while balancing SLAs and productivity.
• Redesign scheduling processes to introduce structure, repeatability, and expertise, rather than region-based ad hoc ownership.

Real-Time Operations (RTA)

• Create a real-time management function from the ground up: define team responsibilities, tools, metrics, and coverage (including critical areas like weekends and high-volume shifts).
• Build escalation protocols and empower the team to act dynamically in live environments.

Team Leadership & Structure

• Lead, mentor, and restructure a high-performing WFM team.
• Shift from generalist, regional models to specialist tracks (forecasting, scheduling, RTA).
• Foster professional growth, clear role definitions, and a learning-first culture.

Stakeholder Collaboration

• Align closely with BPOs, Customer Experience, Product, and Finance to ensure clarity and buy-in on planning decisions.
• Translate complex WFM concepts into actionable insights for non-technical and cross-functional audiences.

Tool Ownership

• Own and optimize Assembled and other WFM platforms. Ensure data accuracy and define process standards.
• Collaborate with internal tech teams to enhance functionality aligned to evolving business needs.

Change & Performance Management

• Lead key transformation projects—especially around team structure, forecast maturity, and real-time capability.
• Implement KPIs, dashboards, and reporting cadences to measure and improve WFM impact over time.

WHAT YOU WILL BRING TO THE RIDE

• Proven experience leading WFM teams and designing high-performing planning functions in fast-paced, high-growth environments.
• Expertise in forecasting, scheduling, and real-time operations—especially in building or transforming underdeveloped areas.
• Data Sciences capabilities in order to improve forecasting accuracy with a complex set of input to be defined.
• Track record of team structuring and developing specialized roles within WFM.
• Strong stakeholder and communication skills—you can bridge the gap between analytics and business impact.
• Hands-on experience with WFM platforms (especially Assembled) and data visualization tools.
• Strong analytical mindset: you think in models, metrics, and trade-offs.
• Fluent in English; Spanish is a plus.

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• 🌟 An enticing equity plan that lets you own a piece of the action.
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo credit to satisfy your cravings!
• 💳 Discounts on transportation, food, and even kindergarten expenses.
• 🏊 Discounted gym memberships to keep you energized.
• 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• 👪 Enhanced parental leave, and office-based nursery.
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.

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!

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 70 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.

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!