FAQs
What are the key responsibilities of the Operational Excellence Team Manager in this role?
The key responsibilities include identifying opportunities to reduce contacts and automate processes, maintaining up-to-date documentation of automated processes, managing the automation roadmap, exploring GenAI for frontline support, conducting UAT of proposed changes, reviewing post-launch performance of initiatives, facilitating feedback loops, leading updates with Exec and senior stakeholders, and managing a team of individuals.
What qualifications and experience are required for this role?
The ideal candidate should have 5+ years’ experience as an Operations Manager or Consultant in a fast-moving company, experience in Agile work, a background in performance improvement projects including automation, the ability to prioritize effectively, calm under pressure, knowledgeable of CRM systems, partner/vendor management experience, a solid analytical background, coaching and mentoring skills, and frontline people engagement project experience.
What is the long-term automation strategy for Deliveroo?
The long-term automation strategy involves reducing unnecessary contacts, automating manual processes, and improving agent and customer experience. This strategy aims to enhance customer experience and reduce cost to serve across Marketplace Care. The Operational Excellence Team Manager will work with cross-functional teams to develop and implement this strategy.
How does Deliveroo support employee welfare and diversity?
Deliveroo prioritizes employee welfare by offering a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away, and relocation. The company believes in a diverse workplace that represents the world we live in, welcoming individuals from different backgrounds without judgment.