Senior Operations Manager- French

September 7

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Deliveroo

WebsiteLinkedInAll Job Openings

Building the definitive online food company.

food • food delivery • restaurant delivery • groceries • logistics

1001 - 5000

💰 Post-IPO Equity on 2021-08

Description

• As a Senior Operations Manager, you will be responsible for overseeing the daily operations of • the EU Care Operations. • You will lead and mentor a team of two, • and collaborate with other departments to drive overall business success. • Additionally, you will be expected to analyse operational data, • identify areas for improvement, • and implement strategies to enhance productivity and quality. • Sole responsibility for the Care performance delivered to all sides of the marketplace • for the European markets through outsourced teams. • Work with multiple stakeholders (global and local) • to own and manage day to day performance of all European service queues for customers, • partners, and riders across multiple channels. • Create business insights, KPIs, and targets to measure Care performance. • Lead on projects and initiatives to transform performance across a wide range of KPIs e.g. • (CSAT, Policy Adherence, AHT) and own performance improvement strategies where required. • Identify and prioritise gaps with partners and internal stakeholders • (e.g. policy, workforce management) • and own performance improvement strategies where required. • Support in-market senior management teams, • representing Care in the market Leadership Team. • Independently own performance deep dives and lead updates with executives, • Care leadership, and stakeholders. • Coach, mentor, and develop the next generation of leaders within Care. • Manage the performance of our outsourced partner(s), • identifying areas for improvement and delivering action plans • to ensure that targets are achieved and we deliver the best customer experience in • the European markets. • Make Care a true differentiator at Deliveroo, • ensuring best in class customer satisfaction for all three sides of the marketplace. • Relentlessly drive change - surfacing issues across Care operations, • generating hypotheses, and landing improvements. • Presents weekly, monthly and annual performance against Care action plans and objectives. • Participation in the 24/7 emergency on-call rota, • which works out at being on-call roughly one week every quarter.

Requirements

• 5+ years experience as an Ops Manager (or equivalent), within a customer service environment • (at a BPO or in-house) and 2+ years managing a vendor performance • Can prioritise effectively - leading on multiple project workstreams concurrently and independently • Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) • and drivers of performance for these individual metrics • Has solid analytical background (e.g. Excel pivot tables, INDEX MATCH) • Has an excellent verbal and written communication level in English & French, • although if you can speak Italian too that is a bonus • Is knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) • and BI tools such as Looker • Takes personal accountability for quality and accuracy of work • Is action oriented with experience leading performance improvement projects

Benefits

• Benefits differ by country, but we offer many benefits in areas including healthcare, • well-being, parental leave, pensions, and generous annual leave allowances, • including time off to support a charitable cause of your choice.