Lead II Delivery Service Pakistan

Job description

Act as the main operational point of contact for our BPO partner, ensuring alignment with Glovo's standards, processes, and performance targets. Obsess over day-to-day performance of the operation, tracking KPIs such as Satisfaction Scores (SAT), first contact resolution (FCR), average handling times (AHT), productivity, and quality scores – and acting on deviations swiftly. Collaborate closely with BPO Management and team leads on-site to maintain high service quality, supporting proper onboarding, training adherence, and workforce management.

Conduct regular operational reviews with your BPO counterparts, identifying root causes of performance gaps and driving corrective action plans to resolution. Partner cross-functionally with WFM, Quality, Training, and other Glovo HQ teams to roll out initiatives, tooling updates, and process changes at your hub. Escalate and manage critical incidents or service disruptions, coordinating a rapid response across internal and external stakeholders.

Serve as the knowledge owner for your market's operational nuances, translating BPO data and contact context into actionable insights for Glovo to improve its service to customers, riders, and vendors. Champion a culture of continuous improvement at your hub by identifying process inefficiencies and proposing data-backed solutions.

Qualifications

Bachelor’s degree in Business, Operations or related fields. 3-5 years of experience in customer service operations, BPO management, or a similar operational role. Experience in tech, marketplace, or high-growth / scale-up environments is a plus. Hands-on experience working within or alongside BPO/outsourced environments, ideally in a vendor-facing or on-site capacity. Strong analytical skills. You are comfortable working with operational dashboards and data to identify trends and drive improvements.

Excellent communication and stakeholder management skills; able to work effectively with both external BPO partners and internal Glovo teams. Proven ability to operate autonomously, manage competing priorities, and execute with speed in a high-volume, fast-changing environment. Fluency in English is required.