Delivery Hero

1 week ago

Service Delivery Lead for Georgia & Armenia

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Own day-to-day service delivery for Glovo’s BPO hub in CEECA, acting as the main operational point of contact between Glovo and the outsourced partner. Drive performance against customer experience KPIs like SAT, FCR, AHT, productivity, and quality, and lead root-cause reviews and corrective action plans. Partner with WFM, Quality, Training, and HQ teams, manage critical incidents, and translate operational insights from market contact context into continuous improvements.

Location: Tbilisi

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Transportation & Fleet Operations

Seniority: Mid level

Key Responsibilities

•Act as the main operational point of contact for the BPO partner, ensuring alignment with Glovo standards, processes, and performance targets.
•Track and act on day-to-day operational performance against KPIs including SAT, FCR, AHT, productivity, and quality scores.
•Coordinate on-site onboarding, training adherence, and workforce management in collaboration with BPO management and team leads.
•Run regular operational reviews with BPO counterparts to identify root causes of performance gaps and drive corrective action plans.
•Escalate and manage critical incidents or service disruptions, coordinating rapid response across internal and external stakeholders.

Travel: High travel

Key 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.
•Hands-on experience working within or alongside BPO/outsourced environments, ideally in a vendor-facing or on-site capacity.
•Strong analytical skills using operational dashboards and data to identify trends and drive improvements.
•Fluency in Georgian and English is required; Armenian or other European languages are a plus.

Experience:BPO

Education:Bachelor's

Skills:CommunicationStakeholder managementAnalytical thinkingAutonomyContinuous improvement

Languages:GeorgianEnglish

Company Brief

Delivery Hero

Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Delivery Hero

1 week ago

Service Delivery Lead for Georgia & Armenia

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Tbilisi

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Transportation & Fleet Operations

Seniority: Mid level

Key Responsibilities

•Act as the main operational point of contact for the BPO partner, ensuring alignment with Glovo standards, processes, and performance targets.
•Track and act on day-to-day operational performance against KPIs including SAT, FCR, AHT, productivity, and quality scores.
•Coordinate on-site onboarding, training adherence, and workforce management in collaboration with BPO management and team leads.
•Run regular operational reviews with BPO counterparts to identify root causes of performance gaps and drive corrective action plans.
•Escalate and manage critical incidents or service disruptions, coordinating rapid response across internal and external stakeholders.

Travel: High travel

Key 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.
•Hands-on experience working within or alongside BPO/outsourced environments, ideally in a vendor-facing or on-site capacity.
•Strong analytical skills using operational dashboards and data to identify trends and drive improvements.
•Fluency in Georgian and English is required; Armenian or other European languages are a plus.

Experience:BPO

Education:Bachelor's

Skills:CommunicationStakeholder managementAnalytical thinkingAutonomyContinuous improvement

Languages:GeorgianEnglish

Company Brief

Delivery Hero

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor