Care Operations Manager

Level I4

Location: London, hybrid working with 3 days minimum in the office

Recruiter: Nick Upton

Hiring Manager: James Barnes

As a Care Operations Manager, you will be responsible for overseeing the daily operations of one of our contact centre teams based at our BPOs. You will 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.

Responsibilities

Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams
Work with multiple stakeholders (global and local) to own and manage day to day performance of service queues for customers, partners, and riders across multiple channels
Create business insights 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, QA) 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.
Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders
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 your 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
You will present 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

2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house).
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 and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH)
Has an excellent verbal and written communication skills
Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi.
Takes personal accountability for quality and accuracy of work
Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green.

Why Deliveroo?

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. 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. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.