The Marketplace Support and Service Excellence Team (Support and Service) centrally manages our entire global customer care operation, which includes the Workforce Planning, Performance and Strategy Team, the Care Excellence Team, and Care Operations. This encompasses live support for consumers, riders, and restaurants, as well as technical and logistical operations and non-live support. With a company as big as Deliveroo, we have a number of customer care centres based around the globe to support our different markets and languages. The mission of our team is to deliver an excellent customer experience across the three-sided marketplace (customers, restaurants, and riders) in partnership with our vendors, whilst delivering efficiencies and driving continuous improvement, change, and transformation. The true essence of the team is best understood by our 3 principles: Fix it Fast, Keep it Simple, and Be the Best.
About the role:
As the Marketplace Support Process Manager, you will lead a team of process analysts to help drive customer and agent experience for all three sides of our marketplace. Working with our Operations, Product, and Service Excellence partners, you will identify, develop, and deliver process improvements, and solve problems at scale. We always aim to improve the customer and agent experience at Deliveroo, while protecting our reputation and minimizing our exposure to financial and regulatory risk.
Hybrid Role - London HQ Based (3 days per week)
What you’ll be doing:
* Manage and support a team of process analysts, ensuring their success in designing and implementing best-in-class process improvement initiatives that align with Deliveroo’s strategic goals and objectives.
* Collaborate with cross-functional teams to analyze existing processes, identify bottlenecks, and implement effective solutions to streamline operations and improve efficiency.
* Create and update process documents like SOPs, process maps, and guidelines to improve the experience for our support agents, consumers, riders, and restaurants.
* Analyze key metrics using data insights to find improvement and automation opportunities, and prioritize initiatives.
* Provide guidance and support to teams in implementing process changes, ensuring smooth transition and adoption, and conduct regular audits and assessments to ensure compliance with established processes.
Requirements:
* Experience in designing, managing, and mapping processes, preferably within a contact center environment.
* Solid understanding of process improvement methodologies such as Lean, Six Sigma, or Agile, with Business Process Manager certifications desirable.
* High emotional IQ to expertly manage a team, and engage with leadership including key stakeholder relationships with vendors and in-country leaders.
* Ability to prioritize effectively and lead multiple project work streams concurrently and independently.
* Strong analytical, written, and verbal communication skills to clearly present ideas, theories, and projects to senior management, operational teams, and nontechnical audiences.
* General understanding of risk and compliance management is preferred.
* Working proficiency in a second language is desirable (English + Italian or French).
* Be part of a 24/7 on-call rota, roughly 2 weeks per quarter (Level 2 on-call incident management coverage including nights, weekends, bank holidays).
* International travel may be required.
Why Deliveroo:
Our mission is to transform the way you shop and eat, bringing the neighborhood to your door by connecting consumers, restaurants, shops, and riders. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We value autonomy and ownership, and we are always looking for new ideas.
At Deliveroo, we know that people are the heart of the business and we prioritize 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.
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.
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