Lead Service Delivery - Customer Excellence/Experience at Delivery Hero

Barcelona, Catalonia, Spain -

Full Time

Start Date

Immediate

Expiry Date

14 Sep, 26

Salary

0.0

Posted On

16 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

BPO Management, KPI Tracking, Stakeholder Management, Operational Analysis, Customer Experience, Workforce Management, Incident Management, Process Improvement, English Fluency, Romanian Fluency

Industry

technology;Information and Internet

Description

Company Description 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 65 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. Job Description YOUR WORK-LIFE OPPORTUNITY: We are looking for a Service Delivery Lead to be the boots-on-the-ground owner of one of Glovo's BPO hub locations in South Eastern Europe. You will be the primary point of contact between Glovo and the outsourced operation at your site, ensuring the teams you work with consistently deliver a 5-star experience to our customers, riders, and vendors. You are someone who thrives in fast-paced operational environments, is obsessed with metrics, and knows how to translate data into action. You work closely with the Head of Service Delivery to execute the regional strategy, acting as the eyes and ears on the ground at your hub. BE A PART OF A TEAM WHERE YOU WILL: 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 and Romanian is required. Based on-site at the assigned hub location, with travel to Romania office mainly and the other SEE hubs once a month for a week. Additional Information At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here. 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!

Responsibilities

Act as the primary operational point of contact for BPO partners in South Eastern Europe to ensure high service quality. Monitor key performance indicators and drive corrective action plans to improve customer, rider, and vendor experiences.