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Operational Excellence Team Manager, Service Excellence



15d ago

  • Job
    Senior Level
  • Business, Operations & Strategy
  • London

AI generated summary

  • You need 5+ years' Ops management experience, Agile skills, crisis management experience, CRM knowledge, ability to lead projects independently, vendor management skills, analytical background, coaching experience, and personal accountability for quality work.
  • You will lead a team to automate processes, manage the automation roadmap, conduct UAT, gather feedback, review performance, and communicate with stakeholders to drive operational excellence at Deliveroo.


  • Has 5+ years’ experience as an Operations Manager or Consultant in a fast moving and dynamic company - experience in Agile work is highly desirable
  • Is action orientated, with experience of leading performance improvement projects including automation - both with and without GenAI
  • Can prioritise effectively - leading 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 and can support our partners in delivering change
  • 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 coach and mentor a number of direct reports and has examples of frontline people engagement projects


  • Identifying opportunities to reduce contacts and automate processes - working with colleagues from across the business to devise plans, realise opportunities and ensure governance is in place to monitor key success metrics
  • Maintaining up-to-date documentation of automated processes - periodically auditing work to ensure it’s current and relevant
  • Managing the long-term automation roadmap, and holding teams to account on progress and deliverables - working with finance to ensure savings are correctly reported
  • Exploring GenAI and how it could be best used to support frontline users and customer service agents
  • Conducting rigorous UAT of any new or proposed changes, ensuring that any risks are clearly defined, documented and communicated to the relevant teams
  • Supporting Product and Tech teams with the clear definition of requirements and supporting financial business case to assist in planning and prioritisation decisions
  • Reviewing post launch performance of initiatives - identifying opportunities to improve further and course correcting in a timely manner
  • Facilitating frontline user and customer feedback on projects following launch - ensuring feedback loops are developed to pass information back to relevant teams (i.e. you said, we did)
  • Owning deep dives on specific topics and leading updates with Exec and senior stakeholders on specific issues (e.g. performance gaps, project updates)
  • Leading a team of 3 individuals, managing their workload and developing their career


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.

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

Retail & Consumer Goods
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