: £40k - £50k
: London
: 1
: Graduate
: Both
: 5years - 7years

JOB DETAILS             
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.

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 English 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 customers
•Relentlessly driving change - surfacing issues across Care operations, generating hypotheses, and landing improvements
•Owning performance deep dives and leading updates with executive stakeholders on specific issues (e.g. performance gaps)

We are looking for someone who:
•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 projects
•Can prioritise effectively and lead on multiple project workstreams concurrently and independently
•Is calm under pressure and has experience of crisis management and business continuity
•Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systems
•Has some partner / vendor management experience
•Takes 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 essential
•Can coach and mentor a number of direct reports and has examples of frontline people engagement projects
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