Today - 09 Aug
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Information about vacant position:
- Specialization/Specialty: Logistics / Transport
Supply Chain Management Administration / Business Management Service management, Department Management - Industry / Field: Transportation, Logistics & Supply Chain
Logistics & Supply Chain - Seniority level: Mid-Level
- Schedule: Full-time
- Employment form: Fixed-term contract
- Work Location: Hybrid
- Additional benefits: Health insurance,Provision of payment of pension share,Celebration of events
Employer requirement:
- Experience is mandatory: from 3 to 5 years
- Specialization/Specialty(Mandatory):Logistics / Transport
Supply Chain Management Administration / Business ManagementService management, Department Management - Industry / Field(Desired):Transportation, Logistics & Supply Chain
Logistics & Supply Chain - Seniority level: Mid-Level
- Minimal educational level: Bachelor
- Languages: Georgian,English
HR Agency is announcing vacancy for Service Delivery Lead (Georgia & Armenia), assigned to Glovo in Georgia.
The hired person will be assigned to Glovoapp Georgia LLC.
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 CEECA. 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. Beyond managing the BPO operation, you will also serve as the main point of contact for the local markets you support. You will build strong relationships with local stakeholders, represent Service Delivery in local business reviews, and ensure market priorities, feedback, and operational challenges are translated into actionable improvements across the support operation. 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 Manager and Head of Service Delivery to execute the regional strategy while partnering closely with local market teams, acting as both the eyes and ears on the ground at your hub and the bridge between local stakeholders and the BPO operation
Responsibilities:
Requirements:
Interested Candidates please click on the button "Easy Apply"
The hired person will be assigned to Glovoapp Georgia LLC.
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 CEECA. 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. Beyond managing the BPO operation, you will also serve as the main point of contact for the local markets you support. You will build strong relationships with local stakeholders, represent Service Delivery in local business reviews, and ensure market priorities, feedback, and operational challenges are translated into actionable improvements across the support operation. 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 Manager and Head of Service Delivery to execute the regional strategy while partnering closely with local market teams, acting as both the eyes and ears on the ground at your hub and the bridge between local stakeholders and the BPO operation
Responsibilities:
- 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.
- Build and maintain strong relationships with local market stakeholders, acting as the primary operational point of contact for General Managers and local Operations, Commercial, and Growth teams.
- Lead regular business reviews with local markets, providing operational updates, performance insights, and progress on key initiatives while ensuring alignment on priorities and expectations.
- Ensure a continuous two-way flow of information between Marketplace Experience and local markets, sharing relevant updates, gathering feedback, and translating local business needs into actionable improvements.
- Partner closely with local stakeholders to ensure the quality of support delivered to customers, riders, and partners reflects the expectations and priorities of each market.
- Represent the voice of the market within Marketplace Experience, proactively identifying operational gaps, surfacing opportunities, and driving collaboration across teams to continuously improve the support experience.
Requirements:
- 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.
- Proven experience leading large operational teams through multiple layers of leadership (e.g. Team Leads, Supervisors, Specialists), rather than directly managing individual contributors only.
- 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 and Georgian is required. Armenian language is a plus.
Interested Candidates please click on the button "Easy Apply"
Logistics / Transport
Supply Chain Management
Administration / Business Management
Service management,
Department Management
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