Strategy Manager, Customer Experience and Refunds (10 months FTC)
Customer Care
London, UK (HQ)
Fixed Term
Role Overview
At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. As a Strategy Manager, you’ll be operating at the forefront of the business and solving some of our most complex problems. You’ll work with colleagues from across the business on both company initiatives and tactical projects to achieve business goals in the following areas:
* Developing compensation policies to address customer issues with their orders, improving retention and the recovery experience.
* Improving our claim decision-making process, reducing fraudulent claims and compensation abuse.
* Fairly allocating the cost of defects between Deliveroo and Partners/Merchants.
* Determining optimal recovery resolutions for various product categories, balancing customer needs with those of Deliveroo and the merchant.
* Creating and updating policies in support of company initiatives, continuous improvement, and compliance with legal regulations.
What You’ll Be Doing
* Problem solving in a complex space where there is often no right or wrong answer.
* Leading both tactical projects and longer-term strategic initiatives to meet departmental and company goals.
* Identifying and sizing opportunities to reduce costs and working with colleagues to realize those opportunities.
* Creating compelling business case proposals to secure additional investment in specific areas.
* Partnering with legal, policy, and commercial teams to ensure due diligence and legal compliance.
* Working with Trust and Science teams to identify and tackle new vectors of abusive and fraudulent behaviors.
* Proactively identifying risks, threats, and opportunities to the department.
* Identifying and reporting financial metrics and business case updates to senior stakeholders.
* Acting as a subject matter expert in cross-functional working groups.
* Developing partnerships with product, data science, and other senior stakeholders.
* Balancing team workload across ongoing tasks and new company initiatives.
Requirements
We are looking for someone who:
* Has 5+ years of experience as an Operations Manager or Consultant in a fast-moving company.
* Can make recommendations based on data, analysis, and primary research.
* Is action-oriented, with experience leading performance improvement projects.
* Can prioritize effectively, leading on multiple project workstreams concurrently.
* Is calm under pressure and has experience in crisis management.
* Is knowledgeable of CRM systems (e.g., Zendesk / Salesforce).
* Has some partner/vendor management experience.
* Takes personal accountability for quality and accuracy of their work.
* Has a solid analytical background (e.g., Excel pivot tables).
* Can coach and mentor direct reports.
Why Deliveroo?
At Deliveroo, we prioritize our people and offer competitive benefits in health, family, finance, and more. We believe in a diverse workplace that represents the world we live in. Join us in transforming the way people think about food.
Benefits
We offer a range of benefits including:
* Competitive compensation based on role and location.
* Annual cash bonuses and matched pension contributions.
* Free Deliveroo Plus and team lunches.
* 25 days annual leave plus bank holidays.
* Funded single cover healthcare and access to wellbeing apps.
* Maternity and paternity leave from day one.
* Access to learning and development opportunities.
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