Senior Project Manager - Quick Commerce Content Excellence Global

Glovo is part of the Delivery Hero Group, the world's pioneering local delivery platform, with a mission to deliver an amazing experience: fast, easy, and to your door. Operating in around 65 countries, headquartered in Berlin, Germany. Your mission: own how our agent teams work and how we define, measure and improve assortment quality across a catalog of +10 million products. You will build the Agent Operating Model and the Enrichment framework that turn agent capacity into a more accurate, consistent and complete assortment, at speed and scale.

Responsibilities

Act as Agents Manager: all agents across the two hubs report to you, own their performance management, coaching and day-to-day follow-up together with the hub Leads, and define how ~26 agents are split between Ops and Enrichment; Define performance metrics per agent and per hub (accuracy, quality, productivity, rework), run the feedback and coaching cadence and report on it weekly; Quantify the business impact of the Agent Hubs, identify potential savings and build the yearly headcount plan; identify which tasks can be automated or AI-assisted; Define what "good assortment" means per category, run the gap analysis (tooling, training, data, automation) and work with the Senior PM of PIM Cleanup & Governance and the PM of Content Enrichment to source external data (e.g. GS1, manufacturer and partner data); Run a deep dive on the Product Onboarding flow end to end, find where products get blocked and which problems the process creates, and take systemic issues to the central team; Own the Enrichment framework: define which product attributes matter per category, set quality and completeness standards, and verify that what agents deliver meets them; Increase the quantity and quality of product information through automation, with Data and Product, scope and prioritise automated or AI-assisted enrichment with human review thresholds, and compare its output with agent quality; Follow cross-functional enrichment projects: define the rules, success metrics and rollout with Product, Data and local teams

Requirements

3–5 years of experience in operations, quality programs, content/catalog operations or vendor (BPO) management in a tech or e-commerce environment; Proven track record designing operating models and documentation (SOPs, playbooks, SLAs, QA sampling, escalation workflows) for non-expert or outsourced teams; Strong analytical skills: able to build performance metrics per agent and per hub, read large-scale data outputs and link quality work to business impact, without necessarily writing code; Structured problem-solver: able to decompose ambiguous goals into clear workstreams with measurable milestones; Experience influencing cross-functional stakeholders (Category, Product, Data, local teams) without direct authority; Experience with Salesforce; Fluent in English (written and spoken)

Nice to have

Familiarity with PIM systems, catalog management, or e-commerce data quality; Knowledge of food product information and labelling (nutritional values, allergens, ingredients) or experience with product matching and variants; Experience allocating work between agent teams and automation or AI-assisted workflows; Exposure to data tools: SQL basics, BI dashboards (Looker, Tableau, BigQuery); Background in marketplace, grocery, retail or multi-vertical platform environments; Experience with project management tools (Jira, Asana) at team scale