Lead II Delivery Service Pakistan

Delivery Hero; Punjab; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

Glovo is seeking a Hub Operations Lead in Pakistan to act as the main operational point for our BPO partner, ensuring alignment with standards and performance targets. You will monitor KPIs such as SAT, FCR, AHT, productivity, and quality scores, driving improvements and collaborating with WFM, Quality and Training to rollout initiatives.

You will escalate incidents and partner with internal teams to translate data into actionable insights, fostering a culture of continuous improvement at the

Qualifications

• Bachelor’s degree in Business, Operations or related fields.
• 3-5 years of experience in customer service operations, BPO management or similar roles.
• Experience in tech, marketplace, or high-growth environments is a plus.
• Hands-on experience with BPO environments, vendor-facing or on-site capacity.
• Strong analytical, communication and stakeholder management skills.

Responsibilities

• Act as the main operational point of contact for our BPO partner, ensuring alignment with Glovo's standards and performance targets.
• Obsess over day-to-day performance, tracking KPIs such as SAT, FCR, AHT, productivity and quality scores, and acting on deviations.
• Collaborate with BPO Management and on-site team leads to ensure onboarding, training adherence, and workforce management.
• Conduct regular operational reviews with BPO counterparts and drive corrective action plans.
• Partner with WFM, Quality, Training and Glovo HQ teams to roll out initiatives and process changes at the hub.
• Escalate and manage critical incidents, coordinating rapid responses across stakeholders.
• Serve as knowledge owner for market operational nuances and translate data into insights to improve service.
• Champion a culture of continuous improvement by identifying inefficiencies and proposing data-backed solutions.

Skills

Analytical skills

Communication

Stakeholder management

Autonomy

Prioritization

Education

Bachelor’s degree in Business or Operations

Job description

foodpanda 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.

• 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.

• 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.