You must be fluent in French, have 5+ years' Operations Manager experience, be results-driven, calm under pressure, knowledgeable of CRM systems, and willing to join a 24/7 on-call rota. Take personal accountability, have analytical skills, and be able to lead multiple projects independently.

You will oversee outsourced partner performance, drive improvement strategies, prioritize gaps, and support in-market teams in delivering top-notch customer care at Deliveroo. Drive change, own performance deep dives, and support colleagues across markets.

Business, Operations & Strategy

United Kingdom

Manchester

Large

Live and Breathe our Marketplace

Play to Win

Celebrate Difference

Champion Big and Small Innovations

Obsess about Operational Excellence

Be Curious and Intellectually Honest

Deliveroo is an online food delivery platform that connects customers with a wide range of restaurants and food establishments. Through their website and mobile app, customers can browse menus, place orders, and have their favourite meals delivered directly to their doorstep. Deliveroo's ultimate mission is to provide convenient and efficient food delivery services, giving customers access to a diverse selection of cuisines from local restaurants. Their purpose is to support restaurants and food vendors by expanding their reach and customer base, enabling them to thrive in the digital age and compete in the increasingly competitive food delivery market. Deliveroo aims to enhance the overall dining experience for customers while helping restaurant partners grow their business and adapt to evolving consumer preferences.

Retail & Consumer Goods

Deliveroo

We’re a food company, aiming to be the food company. Fancy joining that mission?

Why Deliveroo<ul><li>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 give people the opportunity to buy what they want, as they want it, when and where they want it.We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.</li><li>This role is a&nbsp;hybrid&nbsp;position, with 3 days per week being based out of our Manchester office.</li></ul>The Global Care Operations team&nbsp;<ul><li>The Operations team is the engine room within Care - owning agent performance, continuous improvement, change, and transformation. Our focus is improving customer experience and delivering efficiencies, and as such we’re looking for an analytically strong and driven individual with previous experience in customer service.</li></ul>In this role you'll be involved in three key areas:<ul><li>Working with multiple stakeholders to own and manage day-to-day performance of all French speaking service queues for customers, restaurants and riders (e.g. chat / call)</li><li>Leading on projects to meet our departmental goals (e.g. reducing handle time to save costs)</li><li>Creating business insights, KPIs and targets to measure effectiveness (e.g. using agent level reporting to create productivity targets)</li></ul>What you’ll be doing:<ul><li>Managing the performance of our outsourced partner(s), identifying areas for improvement and creating plans to achieve them (e.g. agent efficiency)</li><li>Identifying and prioritising performance gaps with partners and internal stakeholders (e.g. policy, workforce management) and owning performance improvement strategies where required&nbsp;</li><li>Supporting in-market leadership teams make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for our customers</li><li>Relentlessly driving change - surfacing issues across Care operations, generating hypotheses, and landing improvements</li><li>Owning performance deep dives and leading updates with executive stakeholders on specific issues (e.g. performance gaps)</li><li>Support other markets and colleagues by taking part in the on-call rota.</li></ul>Requirements:We are looking for someone who:<ul><li>Is fluent in&nbsp;French&nbsp;(both written and verbal)</li><li>Has 5+ years’ experience as an Operations Manager in a fast moving and dynamic company - previous BPO experience is highly desirable&nbsp;</li><li>Is results driven, with experience of leading performance improvement projects</li><li>Can prioritise effectively and lead on multiple project workstreams concurrently and independently</li><li>Is calm under pressure and has experience of crisis management and business continuity</li><li>Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systems</li><li>Has some partner / vendor management experience</li><li>Takes personal accountability for quality and accuracy of their work&nbsp;</li><li>Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential</li><li>Can join the 24/7 on-call rota, working out at roughly two weeks per quarter</li></ul>Why Deliveroo?<ul><li>Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.</li><li>We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.</li></ul>Benefits and Diversity<ul><li>At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.</li><li>We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.</li></ul>

Why DeliverooOur 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 give people the opportunity to buy what they want, as they want it, when and where they want it.We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.This role is a hybrid position, with 3 days per week being based out of our Manchester office.The Global Care Operations team The Operations team is the engine room within Care - owning agent performance, continuous improvement, change, and transformation. Our focus is improving customer experience and delivering efficiencies, and as such we’re looking for an analytically strong and driven individual with previous experience in customer service.In this role you'll be involved in three key areas:Working with multiple stakeholders to own and manage day-to-day performance of all French speaking service queues for customers, restaurants and riders (e.g. chat / call)Leading on projects to meet our departmental goals (e.g. reducing handle time to save costs)Creating business insights, KPIs and targets to measure effectiveness (e.g. using agent level reporting to create productivity targets)What you’ll be doing:Managing the performance of our outsourced partner(s), identifying areas for improvement and creating plans to achieve them (e.g. agent efficiency)Identifying and prioritising performance gaps with partners and internal stakeholders (e.g. policy, workforce management) and owning performance improvement strategies where required Supporting in-market leadership teams make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for our customersRelentlessly driving change - surfacing issues across Care operations, generating hypotheses, and landing improvementsOwning performance deep dives and leading updates with executive stakeholders on specific issues (e.g. performance gaps)Support other markets and colleagues by taking part in the on-call rota.Requirements:We are looking for someone who:Is fluent in French (both written and verbal)Has 5+ years’ experience as an Operations Manager in a fast moving and dynamic company - previous BPO experience is highly desirable Is results driven, with experience of leading performance improvement projectsCan prioritise effectively and lead on multiple project workstreams concurrently and independentlyIs calm under pressure and has experience of crisis management and business continuityIs knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systemsHas some partner / vendor management experienceTakes personal accountability for quality and accuracy of their work Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essentialCan join the 24/7 on-call rota, working out at roughly two weeks per quarterWhy Deliveroo?Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.Benefits and DiversityAt Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.

Care Operations Manager

Requirements

Responsibilities

FAQs

What are the qualifications needed for the Care Operations Manager role at Deliveroo?