Lead II Delivery Service Pakistan

Foodpanda, a part of the Delivery Hero Group, is a leading local delivery platform operating in approximately 65 countries worldwide. Headquartered in Berlin, Germany, Delivery Hero is publicly listed on the Frankfurt Stock Exchange and is included in the MDAX stock market index. Our mission is to provide a fast, easy, and exceptional delivery experience directly to customers’ doors.

Key Responsibilities
Act as the primary operational liaison for our BPO partner, ensuring full alignment with Glovo’s standards, processes, and performance goals. You will closely monitor daily operational performance, tracking key metrics such as Satisfaction Scores (SAT), First Contact Resolution (FCR), Average Handling Times (AHT), productivity, and quality scores, taking prompt action to address any deviations. Collaboration with BPO management and on-site team leads is essential to uphold service quality, support onboarding, enforce training compliance, and manage workforce effectively.

You will conduct regular operational reviews with BPO counterparts to identify root causes of performance issues and lead corrective action plans to resolution. Partnering cross-functionally with Workforce Management (WFM), Quality, Training, and other Glovo headquarters teams will be necessary to implement new initiatives, update tools, and refine processes at your hub. Managing critical incidents or service disruptions by coordinating rapid responses across internal and external stakeholders is also a key responsibility.

As the knowledge owner for your market’s operational specifics, you will translate BPO data and contact context into actionable insights that help Glovo enhance its service to customers, riders, and vendors. You will champion a culture of continuous improvement by identifying process inefficiencies and proposing data-driven solutions to optimize operations.

Required Qualifications
A Bachelor’s degree in Business, Operations, or a related field is required. Candidates should have 3-5 years of experience in customer service operations, BPO management, or a similar operational role. Experience within tech, marketplace, or high-growth/scale-up environments is highly advantageous. Hands-on experience working directly with BPO or outsourced environments, ideally in a vendor-facing or on-site role, is essential.

Strong analytical skills are necessary, with comfort in using operational dashboards and data analysis to identify trends and drive improvements. Excellent communication and stakeholder management abilities are required to work effectively with both external BPO partners and internal Glovo teams. The role demands the ability to operate autonomously, manage competing priorities, and deliver results quickly in a fast-paced, high-volume environment. Fluency in English is mandatory.

Preferred Qualifications and Benefits
While not explicitly stated, experience in tech-driven or marketplace companies and familiarity with high-growth environments will be considered a plus. Working with a globally recognized brand like Delivery Hero offers exposure to international best practices and the opportunity to contribute to a dynamic and innovative delivery platform.

This role is ideal for professionals who thrive in operational leadership positions, enjoy problem-solving through data, and are passionate about driving continuous improvement in customer service operations.