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Senior Partner Operations Analyst (Maternity cover)
About the team
Our Partner Support team is the face of our partner operations at Deliveroo. We investigate and resolve a wide range of issues, from tech support to payment and more. Our vendor team looks after the majority of our inbound contacts from our restaurant partners, providing efficient, world-class service in every interaction.
About the role
This is a maternity cover role for 12 months. Your typical week will be Monday-Friday with hybrid working, attending the office 3 days per week. You’ll be responsible for looking after our overseas partner operations function, attending weekly performance, quality, and continuous improvement meetings, identifying performance issues, partner pain points, and providing opportunities to improve to the Partner Ops Manager.
What you’ll be doing:
1. Lead our first line vendor contact centre presence, focusing on performance, service & process.
2. Confidently perform data analysis, owning data deep dives for weekly & monthly reporting, identifying performance/service issues from large datasets.
3. Act as the point of contact for all process updates and changes for first line operations.
4. Own performance management, ensuring daily, weekly, and monthly KPIs & SLAs are met, and perform root cause analysis where targets aren’t met.
5. Provide coaching and feedback to our outsourced Ops Managers, supporting their development.
6. Manage multiple projects alongside key stakeholders, working closely with the Partner Ops manager, process, compliance & commercial teams.
7. Collaborate with our workforce management team to ensure they’re updated with any potential projects that may impact resources.
Care on call: Your role will involve certain rota’d days supporting our wider marketplace care on call function, providing support to the wider global team.
Requirements:
* Previous experience working within a fast-paced, high-volume contact centre environment.
* Experience in end-to-end project involvement, from inception to delivery.
* Previous background in service or support.
* Well organized and able to communicate necessary changes to vendor partners for efficient service delivery.
Why Deliveroo
Our mission is to transform the way you shop and eat. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world, valuing autonomy, ownership, and new ideas.
Diversity
At Deliveroo, we believe a great workplace is one that represents the world we live in. We are committed to diversity, equity, and inclusion in all aspects of our hiring process.
Compensation and Benefits
* Competitive pay based on role and location.
* Eligibility for annual cash bonuses, sign-on bonuses, or relocation support.
* Up to 5% matched pension contributions.
* Free Deliveroo Plus, team lunches, and a range of health and wellbeing benefits.
* 25 days annual leave plus bank holidays, increasing with length of service.
* Access to learning and development opportunities.
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