We are looking for a Service Delivery Lead to be the boots-on-the-ground owner of one of the company's BPO hub locations in South Eastern Europe. You will be the primary point of contact between the company 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. 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 Head of Service Delivery to execute the regional strategy, acting as the eyes and ears on the ground at your hub.
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Responsibilities
- Act as the main operational point of contact for our BPO partner, ensuring alignment with the company'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 company 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 the company 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.
Qualifications
- Fluency in English and Romanian is required.
- Based on-site at the assigned hub location, with frequent travel to HQ (Barcelona) and the other SEE hubs.
- 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.
- 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 company teams.
- Proven ability to operate autonomously, manage competing priorities, and execute with speed in a high-volume, fast-changing environment.
