Lead II Delivery Service Pakistan

Delivery Hero
Lahore, Karachi
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsEducation: bachelorsSkills: ["Analytical skills","Communication","Stakeholder management","Autonomous execution","Continuous improvement"]

Act as the main operational point of contact for a BPO partner, ensuring alignment with standards, processes, and performance targets. Own day-to-day operations by monitoring KPIs like SAT, FCR, AHT, productivity, and quality, and driving corrective actions. Partner with on-site BPO leadership and Glovo HQ teams (WFM, Quality, Training) to roll out initiatives, manage incidents, and translate operational insights into continuous improvements for customers, riders, and vendors.

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FursaFursa
Delivery Hero
Delivery Hero
1 day ago

Lead II Delivery Service Pakistan

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Last checked: 22 hours agoStatus: Live

Job Summary

Act as the main operational point of contact for a BPO partner, ensuring alignment with standards, processes, and performance targets. Own day-to-day operations by monitoring KPIs like SAT, FCR, AHT, productivity, and quality, and driving corrective actions. Partner with on-site BPO leadership and Glovo HQ teams (WFM, Quality, Training) to roll out initiatives, manage incidents, and translate operational insights into continuous improvements for customers, riders, and vendors.
Location: Lahore, Karachi
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Mid level

Key Responsibilities

  • •Act as the main operational point of contact for the BPO partner to ensure alignment with standards, processes, and performance targets.
  • •Obsess over day-to-day performance by tracking KPIs (SAT, FCR, AHT, productivity, quality) and acting on deviations.
  • •Collaborate with BPO Management and on-site team leads for onboarding, training adherence, and workforce management.
  • •Run regular operational reviews to identify root causes of performance gaps and drive corrective action plans to resolution.
  • •Coordinate across internal and external stakeholders to escalate and manage critical incidents or service disruptions.

Key Requirements

  • •Bachelor’s degree in Business, Operations or a related field.
  • •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 to work with operational dashboards and data to identify trends and drive improvements.
  • •Fluency in English and excellent communication and stakeholder management skills.
Experience:BPOCustomer service operationsTechMarketplaceHigh-growth
Education:Bachelor's in Business or Operations
Skills:Analytical skillsCommunicationStakeholder managementAutonomous executionContinuous improvement
Languages:English
Tech Stack:Operational dashboards

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
Glassdoor: 3.4
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