Service Delivery Lead for Georgia & Armenia

About the Position

Service Delivery Lead for Georgia & Armenia

Location: Tbilisi, Georgia

Type: Full-time

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About the Company

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.

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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.

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Requirements

• Education: Bachelor’s degree in Business, Operations, or related fields.
• Experience: 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.
• Skills:
  • Hands-on experience working within or alongside BPO/outsourced environments, ideally in a vendor-facing or on-site capacity.
  • Strong analytical skills. 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.
• Languages: Fluency in Georgian and English is required. Armenian or other European languages (PT, IT, RO, ES) is a plus.
• Location: Based on-site at the assigned hub location, with frequent travel to HQ (Barcelona) and the other CEECA hubs.

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Nice to Have

• Experience in a tech, marketplace, or high-growth / scale-up environment.
• Proficiency in additional European languages.

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We Offer

• Opportunity to be part of a global team with a mission to deliver an amazing experience.
• Competitive benefits and professional growth opportunities.
• A diverse and inclusive work environment where your unique contributions are valued.

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About Glovo

At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds – all genders, racial/diverse backgrounds, abilities, ages, sexual orientations, and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?

Delve into our culture by taking a peek at our Instagram and check out our LinkedIn and website!