Delivery Hero

1 day ago

Manager, BPO Performance

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead the BPO performance management function for the EU, building and maintaining a provider footprint that meets monthly capacity requirements. Ensure contractual compliance, drive CSAT and QA quality, and train partner agents. Oversee financial targets across costs, costs per contact, and agent pricing, validating invoices and forecasting performance. Manage and develop a team while coordinating with internal WFM, Enablement, COE, Vendor Operations, Marketplace, Opex, and Transformational stakeholders.

Location: Istanbul

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Build and maintain the BPO partner footprint in the EU to meet monthly capacity requirements based on delivered vs. requested hours.
•Ensure partners are contractually compliant, maintain Pandora standards, and manage account relationships to anticipate cost and allocation impacts.
•Own CSAT and QA for BPO partners by ensuring correct application of process/policy, agent training and compliance, and feedback loop to internal owners.
•Provide financial oversight for EU BPO network performance, including cost and costs-per-contact targets, agent pricing, invoice validation, and forecast tracking.
•Manage and develop a team, ensuring the internal headcount accurately supports the network’s required performance, and drive EU-wide BPO strategy across cross-functional teams.

Key Requirements

•Minimum 8 years managing BPO vendor delivery with multiple partner relationships, including responsibility for metrics, costs, relationships, and employee satisfaction.
•Deep knowledge of BPO networks, providers, and contacts across the EU.
•Ability to set strategy and build an EU network across multiple services and languages while scaling capacity.
•Experience with BPO contracts, Purchase Orders, Invoices, and payment processes for third-party vendors.
•Strong understanding of BPO outsourcing terms, SLAs, performance metrics, penalties, account management, and contact center terminology.

Experience:BPOVendor managementOutsourcingContact center

Skills:CommunicationPresentationInfluencing stakeholdersLeadershipStrategic planning

Languages:English

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 day ago

Manager, BPO Performance

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Istanbul

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Manager level

Key Responsibilities

•Build and maintain the BPO partner footprint in the EU to meet monthly capacity requirements based on delivered vs. requested hours.
•Ensure partners are contractually compliant, maintain Pandora standards, and manage account relationships to anticipate cost and allocation impacts.
•Own CSAT and QA for BPO partners by ensuring correct application of process/policy, agent training and compliance, and feedback loop to internal owners.
•Provide financial oversight for EU BPO network performance, including cost and costs-per-contact targets, agent pricing, invoice validation, and forecast tracking.
•Manage and develop a team, ensuring the internal headcount accurately supports the network’s required performance, and drive EU-wide BPO strategy across cross-functional teams.

Key Requirements

•Minimum 8 years managing BPO vendor delivery with multiple partner relationships, including responsibility for metrics, costs, relationships, and employee satisfaction.
•Deep knowledge of BPO networks, providers, and contacts across the EU.
•Ability to set strategy and build an EU network across multiple services and languages while scaling capacity.
•Experience with BPO contracts, Purchase Orders, Invoices, and payment processes for third-party vendors.
•Strong understanding of BPO outsourcing terms, SLAs, performance metrics, penalties, account management, and contact center terminology.

Experience:BPOVendor managementOutsourcingContact center

Skills:CommunicationPresentationInfluencing stakeholdersLeadershipStrategic planning

Languages:English

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