Lead Delivery Operations – Pakistan

About the role

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.

Key responsibilities

• Maintain alignment with Glovo's standards, processes, and performance targets for the BPO partner.
• Track and act on KPIs including SAT, FCR, AHT, productivity, and quality scores.
• Collaborate with BPO management and on‑site team leads to ensure high service quality, proper onboarding, training adherence, and workforce management.
• Conduct regular operational reviews, identify root causes of performance gaps and drive corrective action plans.
• Partner with WFM, Quality, Training and other Glovo HQ teams to roll out initiatives, tooling updates and process changes.
• Escalate and manage critical incidents or service disruptions, coordinating rapid response across stakeholders.
• Own market‑specific operational knowledge, translating BPO data into actionable insights for customers, riders and vendors.
• Champion continuous improvement by identifying inefficiencies and proposing data‑backed solutions.

Required profile

• 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 and comfort working with operational dashboards and data.
• Excellent communication and stakeholder management skills with both external BPO partners and internal Glovo teams.
• Proven ability to operate autonomously, manage competing priorities and execute quickly in a high‑volume, fast‑changing environment.
• Fluency in English.