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 and provides 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:
* Leading our first line vendor contact centre presence, focusing on performance, service & process.
* Conducting data analysis, owning data deep dives for weekly & monthly reporting, and conveying performance/service issues from large datasets to key stakeholders.
* Being the point of contact for all process updates and changes for the first line operations.
* Owning performance metrics, ensuring KPIs & SLAs are met, and performing root cause analysis where targets aren’t met.
* Providing coaching and feedback to outsourced Ops Managers and ensuring operational changes are understood by the wider delivery team.
* Managing multiple projects alongside key stakeholders and working closely with the Partner Ops manager, process, compliance & commercial teams.
* Collaborating with the workforce management team to update them on 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.
Requirements:
* Previous experience working within a fast-paced, high-volume contact centre environment.
* Experience in end-to-end project involvement, from inception to delivery.
* Background in service or support.
* Well-organised with the ability to identify necessary changes for vendor partners.
Why Deliveroo
Our mission is to transform the way you shop and eat. We are a technology-driven company at the forefront of a rapidly expanding industry, prioritizing autonomy, ownership, and new ideas.
Workplace & Benefits
At Deliveroo, we prioritize the welfare of our people and offer various benefits, including healthcare, well-being, parental leave, pensions, and generous annual leave allowances.
Diversity
We believe in a workplace 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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