Service Delivery Lead – Georgia & Armenia

About the role

We are seeking a Service Delivery Lead to own the day‑to‑day performance of Glovo’s BPO hub serving Georgia and Armenia. Acting as the primary liaison between Glovo and the outsourced operation, you will ensure that customers, riders and vendors receive a 5‑star experience.

Key responsibilities

• Serve as the main operational point of contact for the BPO partner, aligning its processes with Glovo’s standards and performance targets.
• Monitor daily KPIs such as Satisfaction Scores, First Contact Resolution, Average Handling Time, productivity and quality, and trigger corrective actions when needed.
• Work closely with on‑site BPO management and team leads to maintain service quality, oversee onboarding, training compliance and workforce management.
• Conduct regular operational reviews, identify root causes of performance gaps and implement action plans.
• Collaborate with Glovo HQ functions (WFM, Quality, Training) to roll out initiatives, tooling updates and process changes at the hub.
• Escalate and manage critical incidents or service disruptions, coordinating rapid response across internal and external stakeholders.
• Translate BPO data and market nuances into actionable insights for continuous improvement.

Required profile

• Bachelor’s degree in Business, Operations or a related field.
• 3‑5 years of experience in customer‑service operations, BPO management or a similar operational role; experience in tech, marketplace or high‑growth environments is a plus.
• Hands‑on experience working within or alongside outsourced environments, preferably in a vendor‑facing or on‑site capacity.
• Strong analytical mindset with the ability to work with operational dashboards and data.
• Excellent communication and stakeholder management skills.

Required skills