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.
Location: London, Hybrid working with 3 days minimum in the office
Responsibilities
* 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
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