Senior Operations Manager - French Speaker
Customer Care
Location: London, UK (HQ) - Permanent
Overview
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.
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.
* Present weekly, monthly and annual performance against Care action plans and objectives.
* Participate 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; Italian 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.
Why Deliveroo?
Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We move fast, 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 prioritise 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 and how beautifully diverse it can be. We are committed to diversity, equity and inclusion in all aspects of our hiring process.
Please click here to view our candidate privacy policy.
Compensation
* We aim to pay every employee competitively for the role they are performing in their respective location.
* Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support.
* Up to 5% matched pension contributions.
Equity
* Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success.
Food
* Free Deliveroo Plus: free delivery and access to special offers.
* Team lunches from the best local restaurants.
Time away
* 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo.
* One day of paid leave per year to volunteer with a registered charity.
Work Life
* Maternity, paternity and shared parental leave, eligible from day one of employment.
* Excellent kit to enable working from home and a parent-friendly working culture.
* Access to free mortgage advice.
* Cycle to Work Scheme or Season Ticket Loans, depending on how you wish to travel.
* Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content.
* Regular Employee Resource Group (ERG) led social events.
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