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Care Operations Manager, Remote

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Deliveroo

23d ago

  • Job
    Full-time
    Senior Level
  • Business, Operations & Strategy

AI generated summary

  • You must be fluent in French, have at least 5 years of operations management experience, excel in crisis management, be skilled in CRM systems, possess vendor management experience, and be willing to work on-call rotation every quarter.
  • You will manage outsourced partner performance, drive improvements, prioritize gaps, support in-market teams, lead change initiatives, conduct deep dives, and participate in on-call rotations.

Requirements

  • Is fluent in French (both written and verbal)
  • Has 5+ years’ experience as an Operations Manager in a fast moving and dynamic company - previous BPO experience is highly desirable
  • Is results driven, with experience of leading performance improvement projects
  • Can prioritise effectively and lead on multiple project workstreams concurrently and independently
  • Is calm under pressure and has experience of crisis management and business continuity
  • Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systems
  • Has some partner / vendor management experience
  • Takes personal accountability for quality and accuracy of their work
  • Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential
  • Can join the 24/7 on-call rota, working out at roughly two weeks per quarter

Responsibilities

  • Managing the performance of our outsourced partner(s), identifying areas for improvement and creating plans to achieve them (e.g. agent efficiency)
  • Identifying and prioritising performance gaps with partners and internal stakeholders (e.g. policy, workforce management) and owning performance improvement strategies where required
  • Supporting in-market leadership teams make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for our customers
  • Relentlessly driving change - surfacing issues across Care operations, generating hypotheses, and landing improvements
  • Owning performance deep dives and leading updates with executive stakeholders on specific issues (e.g. performance gaps)
  • Support other markets and colleagues by taking part in the on-call rota.

FAQs

What languages do I need to be fluent in for this position?

Fluency in French (both written and verbal) is required for this role.

What type of experience is necessary for this role?

5+ years of experience as an Operations Manager in a fast-moving and dynamic company is required. Previous BPO experience is highly desirable.

What tools and systems should I be familiar with?

Knowledge of CRM systems such as Zendesk or Salesforce is required. Experience with Excel pivot tables and INDEX MATCH is beneficial, and SQL skills are highly desirable but not essential.

What are the key responsibilities of this role?

Key responsibilities include managing the performance of outsourced partners, identifying and prioritizing performance gaps, supporting in-market leadership teams, driving change, and leading performance deep dives with executive stakeholders.

Is there a requirement for being on-call?

Yes, you will be expected to join the 24/7 on-call rota, working roughly two weeks per quarter.

We’re a food company, aiming to be the food company. Fancy joining that mission?

Retail & Consumer Goods
Industry
1001-5000
Employees
2013
Founded Year

Mission & Purpose

Deliveroo is an online food delivery platform that connects customers with a wide range of restaurants and food establishments. Through their website and mobile app, customers can browse menus, place orders, and have their favourite meals delivered directly to their doorstep. Deliveroo's ultimate mission is to provide convenient and efficient food delivery services, giving customers access to a diverse selection of cuisines from local restaurants. Their purpose is to support restaurants and food vendors by expanding their reach and customer base, enabling them to thrive in the digital age and compete in the increasingly competitive food delivery market. Deliveroo aims to enhance the overall dining experience for customers while helping restaurant partners grow their business and adapt to evolving consumer preferences.

Culture & Values

  • Live and Breathe our Marketplace

  • Play to Win

  • Celebrate Difference

  • Champion Big and Small Innovations

  • Obsess about Operational Excellence

  • Be Curious and Intellectually Honest