Barcelona, Spain

Full-time

Operations

Who we are:
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.

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.
- Escalat

📌 Lead Service Delivery (Barcelona)
🏢 Glovo
📍 Barcelona