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
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!