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, our mission is to deliver an exceptional experience—fast, easy, and directly to customers' doors. Delivery Hero has been publicly listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX stock market index. We are currently seeking a dedicated professional to act as the primary operational liaison with our BPO partner, ensuring alignment with Glovo's standards and driving operational excellence.

Key Responsibilities

- Serve as the main operational point of contact for the BPO partner, ensuring processes, standards, and performance targets meet Glovo’s expectations.
- Monitor daily operational performance by tracking key performance indicators such as Satisfaction Scores (SAT), First Contact Resolution (FCR), Average Handling Times (AHT), productivity, and quality scores, and take prompt action to address any deviations.
- Collaborate closely with BPO management and on-site team leads to uphold high service quality, support onboarding, enforce training adherence, and manage workforce effectively.
- Conduct regular operational reviews with BPO counterparts to identify root causes of performance gaps and implement corrective action plans until resolution.
- Work cross-functionally with Workforce Management (WFM), Quality, Training, and other Glovo headquarters teams to implement initiatives, tooling updates, and process improvements at the hub.
- Manage and escalate critical incidents or service disruptions, coordinating rapid responses across internal and external stakeholders.
- Act as the knowledge owner for the market’s operational specifics, translating BPO data and contact context into actionable insights to enhance service for customers, riders, and vendors.
- Promote a culture of continuous improvement by identifying inefficiencies and proposing data-driven solutions to optimize processes.

Required Qualifications

- Bachelor’s degree in Business, Operations, or a related field.
- 3 to 5 years of experience in customer service operations, BPO management, or a similar operational role. Experience in technology, marketplace, or high-growth/scale-up environments is advantageous.
- Practical experience working within or alongside BPO/outsourced environments, preferably in a vendor-facing or on-site role.
- Strong analytical skills with the ability to work confidently with operational dashboards and data to identify trends and drive improvements.
- Excellent communication and stakeholder management skills, capable of working effectively with both external BPO partners and internal teams.
- Demonstrated ability to work autonomously, manage multiple priorities, and execute tasks efficiently in a fast-paced, high-volume environment.
- Fluency in English is mandatory.

This role offers the opportunity to be at the forefront of operational excellence within a dynamic and fast-growing delivery platform. If you thrive in collaborative environments and are passionate about driving continuous improvement, this position provides a rewarding challenge to make a significant impact.