Partner Onboarding Lead

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.

As Partner Onboarding Lead for Ukraine, Kazakhstan, and Kyrgyzstan, you will own the full content and partner activation operation across three dynamic markets. You will be the driving force behind how hundreds of new restaurant partners experience Glovo for the first time — ensuring their menus are live, their teams are trained, and their performance is on track from day one.

This is a high-autonomy, high-impact role. You will manage a 3rd-party provider team of 15–25 agents, collaborate with local Commercial teams and senior leadership, and continuously improve the processes that make our operations scalable and efficient. You will report directly to the Global Content Hub Manager based in Barcelona.

One of the most exciting challenges ahead is the incorporation of AI tools into daily workflows. The new hire will play a key role in identifying, testing, and implementing AI-driven solutions to optimize agent tasks — from content creation and quality checks to partner communication and performance monitoring. This is a unique opportunity to be at the forefront of operational innovation within Glovo.

What You’ll Do

Partner Onboarding & Content Quality

• Own the full partner activation funnel: from Sales handover through menu creation, image upload, quality validation, and partner training on Glovo’s tools 
• Ensure activation SLAs are met (≥96% of new partners onboarded within agreed timelines) across UA, KZ, and KG
• Maintain a content quality score of ≥98% across all three markets
• Monitor partner performance during the first 60 days: offline time, working timetable, menu updates and proactively approach partners that did not launch successfully.

Provider & Team Management

• Manage day-to-day capacity and performance of a 3rd-party content provider (15–25 agents), ensuring SLA compliance, quality standards, and efficient resource utilization
• You will have 2 Team Leads + 1 QA from BPO reporting directly to you.
• Build and maintain daily scorecards to monitor agent productivity and output quality
• Train, coach, and provide structured feedback to the provider team; create or adapt local training materials as needed
• Manage onboarding and offboarding of provider agents across all internal tools (Salesforce, Jira, Admin)

Operations, Data & Process Improvement

• Track and report on key Content Operations KPIs: activation speed, content quality, partner performance in first 60 days, and budget adherence
• Identify and implement at least 2 scalable process improvements per quarter, balancing speed, quality, and cost
• Track, control, and report provider invoicing and working hours; keep operational costs within approved budget through accurate forecasting
• Keep providers and local teams updated on process changes at Salesforce, Jira and Admin level
• Lead and contribute to the integration of AI tools into operational workflows to drive efficiency at scale

Stakeholder Management & Reporting

• Act as the main point of contact between local Commercial teams (Sales & Account Managers), Partner Operations, and the content provider
• Present monthly business reviews with operational results, trends, and action plans to the Global Content Hub Manager and senior leadership
• Coordinate cross-functional projects with local and global teams, implementing regional strategies at market level

Must Haves

• 5+ years of experience in operations, content management, or partner/customer success roles
• Proven experience managing outsourced teams or 3rd-party providers (50+ agents preferred)
• Fluent in Ukrainian, Russian, and English (written and spoken)
• Strong data-driven mindset: experience tracking KPIs, SLAs, and building performance scorecards
• Experience with Salesforce, or similar CRM/ticketing platforms
• Excellent communication and stakeholder management skills: comfortable presenting results to senior leadership
• Problem solver with an analytical approach, attention to detail, and a ‘get things done’ attitude
• Comfortable working in a fast-paced, high-growth tech environment
• Experience managing budgets, invoicing, and cost control

Nice to Haves

• Experience with Jira Service Desk or similar helpdesk tools
• Knowledge of marketplace or delivery app operations (food tech, quick commerce)
• Experience in partner onboarding or content creation at scale
• Experience with Playvox, Toky, or similar QA/telephony tools

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• Attractive equity plan
• 💪 Top-notch private health insurance to keep you at your peak
• 🍔 Monthly Glovo credit to satisfy your cravings
• 🏊 Gym memberships to keep you energized
• 🏖️ Extra time off, the freedom to work from home a day a week, and the opportunity to work from anywhere for up to three weeks a year!
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being