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Process Improvement Associate

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Deliveroo

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • London
  • Quick Apply

AI generated summary

  • You must have process design experience, strong analytical and communication skills, global exposure, attention to detail, cross-functional collaboration, knowledge of improvement methodologies, and a second language.
  • You will design processes, collaborate on improvements, develop SOPs, analyze metrics for automation, and prioritize work to enhance support for agents, consumers, riders, and restaurants.

Requirements

  • Proven experience of designing processes, preferably within a contact centre environment
  • Strong analytical, written and verbal communication skills, to clearly present ideas, theories, and projects to senior management and operational teams.
  • Proven experience of working on a global scale or in a complex, fast paced environment.
  • Strong attention to detail is essential.
  • Experience in working cross-functionally and creating strong relationships with external stakeholders
  • Understanding of process improvement methodologies such as Lean, Six Sigma, or Agile, with Business Process Manager certifications desirable.
  • Working proficiency in a second language is desirable.
  • Be part of a 24/7 on-call rota, on-call roughly 2 weeks per quarter

Responsibilities

  • Designing and documenting agent processes to enhance the overall experience for our marketplace support agents, consumers, riders, and restaurants.
  • Collaborate with cross-functional teams to analyse existing processes, identify bottlenecks, and implement effective solutions to streamline operations and improve efficiency.
  • Develop and maintain process documentation, including standard operating procedures (SOPs), process maps, and guidelines, to enhance the overall experience for our marketplace support agents, consumers, riders, and restaurants.
  • Lead analysis and investigations into key metrics, leveraging data-driven insights to identify opportunities for improvement and automation, and prioritise initiatives effectively.
  • Assess and prioritise incoming work in-line with business objectives to ensure all work is intentional and impactful.

FAQs

What is the role of a Process Improvement Associate at Deliveroo?

The Process Improvement Associate is responsible for leading initiatives to enhance the customer and agent experience across all sides of the marketplace by designing processes, collaborating with cross-functional teams, and implementing solutions that drive efficiency.

What qualifications are required for the Process Improvement Associate position?

The position requires proven experience in designing processes, strong analytical and communication skills, experience in a complex, fast-paced environment, and an understanding of process improvement methodologies like Lean, Six Sigma, or Agile.

Is prior experience in a contact center environment necessary?

Yes, proven experience in designing processes, preferably within a contact center environment, is required for the position.

Will I need to be available for on-call duties?

Yes, the role includes being part of a 24/7 on-call rota, with on-call responsibilities roughly 2 weeks per quarter.

Do I need to speak more than one language for this role?

While not mandatory, working proficiency in a second language is desirable for the Process Improvement Associate position.

Are there opportunities for career development at Deliveroo?

Yes, Deliveroo values autonomy and ownership, and they are always looking for new ideas, which creates opportunities for personal and professional growth within the company.

What benefits does Deliveroo offer?

Deliveroo offers a variety of benefits that differ by country, which may include healthcare, well-being support, parental leave, pensions, and generous annual leave allowances, including time off for charitable causes.

How does Deliveroo ensure diversity and inclusion in the workplace?

Deliveroo is committed to diversity, equity, and inclusion in all aspects of their hiring process, ensuring that all candidates are treated equitably and can participate fully during the application and interview process.

Is remote work an option in this role?

Yes, remote work is supported, but it is typically in a hybrid format.

What is the mission of Deliveroo as a company?

Deliveroo's mission is to transform the way people shop and eat by connecting consumers, restaurants, shops, and riders, making access to food and products more convenient and enjoyable.

Deliveroo

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

Retail & Consumer Goods
Industry
1001-5000
Employees
2013
Founded Year

Mission & Purpose

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.

Culture & Values

  • Live and Breathe our Marketplace

  • Play to Win

  • Celebrate Difference

  • Champion Big and Small Innovations

  • Obsess about Operational Excellence

  • Be Curious and Intellectually Honest