Head of Operations Planning & Performance

Head of Planning & Performance

The Team

The Planning and Performance team sits within Rider Operations and is responsible for the availability of the delivery network across France. This includes order volume forecasting, rider network, rider pricing and incentives as well as event planning.

We’re looking for an experienced and highly dynamic operations professional to join our team. The successful candidate will lead the further professionalism and development of the function at Deliveroo within France whilst contributing to the standard for operational forecasts and execution throughout Europe.

The Role

Operating at scale in a hyper competitive, high growth environment is no mean feat. As such you'll be faced with some of the most exciting problems across the food tech space. Reporting to the Director of Operations, you’ll have a key role in ensuring the success of the rider network in France. 

This role will be particularly focussed on tackling topics such as how to configure the setup of the network technically, how to best incentivise riders, how to operate reliably taking into account external context such as weather and how to future proof the operating model in an ever changing and evolving operating environment. You will be expected to create scalable processes to ensure Deliveroo maintains world class operations. 

You’ll also work closely with our Global Product and Technology teams to work on further improving systems and processes. A key requirement will be to further integrate operational and commercial teams whilst introducing increasing sophistication in our network capacity forecasts and execution.

You’ll collaborate closely with your peers within FR Operations (such as rider services, rider engagement and operations strategy), as well as Global Operations to ensure the best possible outcomes for the riders , restaurants and consumers using our app throughout Europe. This role will involve management responsibilities with sub functions responsible for operations forecast, rider supply as well as live network configuration.

In this role you will also directly interface with Marketing, Commercial, Sales, Operations and Finance. You’ll offer subject matter expertise for forecast, network optimisation and capacity while supporting various projects including; monthly demand and supply plans, network strategy, integration of promotions and new product launches.

You will be adept at working independently (and as a team) to diagnose, resolve and report on areas of concern and at communicating proficiently and proactively with multiple senior stakeholders. You will be an executor and a leader, an authority on Deliveroo Operations and a key part of both the FR Operations Management team and wider FR Leadership Team. You will ensure identification, monitoring and reporting of business critical KPIs whilst highlighting risks and opportunities relating to the medium and long term business targets.

Your responsibilities will include:

• Make recommendations on how to allocate our resources to ensure the best possible business outcomes, for instance through managing our rider incentive spend.
• Track and drive our most important business metrics to ensure that we build and preserve first class business outcomes for all of our customers.
• Become a subject matter expert on Deliveroo operations and the end to end fulfilment process, attaining the knowledge to represent the operations function in discussions with C-Suite stakeholders
• Build relationships across the business, both Globally and Centrally, allowing you to remove barriers for your team and influence upwards when needed. 
• Demonstrate a deep understanding of how every action in Operations has second- and third-order impacts and how to plan for that
• Use business priorities to direct and lead project work in order to deliver meaningful business results 

• Work alongside other members of the FR team to ensure that we operate in the most efficient way, accommodating the needs of commercial stakeholders 
• Provide regular, relevant, concise updates on operational topics to wider business stakeholders in a highly quantitative, data centric way.
• Manage several direct reports, setting targets whilst facilitating and aiding their personal and professional development. 

Requirements

• A high standard of university level education or equivalent experience in consulting, program management, supply chain management, engineering or a high-growth start up or scale up. 
• +6 years of experience, building scalable processes, tools and structured change methodologies, and therefore enjoying working in a highly ambiguous yet process driven environment.
• An ownership mindset that means you know what is happening in your area of responsibility, and a curiosity to uncover and diagnose unusual outcomes.
• Stakeholder management & Communication - this team only succeeds if it can engage and collaborate effectively across the business and you’ll need strong organisational skills in strategy, communication at all levels and execution.
• Influencer - able to rally a team behind an idea and get stakeholders (both internal and external) to buy in to your ideas.
• Analytical and strategic - able to ‘think big’ as well as execute ‘on-the-fly’ via understanding the dynamics of our business - analytical mindset and comfortable with large data sets.
• Demonstrated understanding of financial systems and the key drivers within a highly dynamic operational environment.
• Adaptable Fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness. Don’t slavishly follow processes if they aren’t right 
• Can build “stuff” - approaches, processes, tools and structured change methodologies 
• Comfortable handling multiple workstreams at the same time, working both individually and as part of a team, and effectively prioritising. 
• Enjoy working in a fast changing, collaborative environment with ambitious targets 
• Change Management - knows how to flow meaningful changes through a large organisation to drive adoption and ensure success 
• Mentor - Position yourself as a leader within Operations and be sought after as a source of knowledge, advice, and experience

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, 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, seeking 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.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of great benefits in areas including health insurance, family support, finance support, 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. 

Application: Please apply with a CV written in English.

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. Deliveroo France was scored 99/100 on the Gender Equality Index 2023, demonstrating our commitment to diversity and equal opportunities. All you need is a passion for food and a desire to be part of one of the fastest growing companies in an exciting space.

À compétences égales, ce poste est ouvert aux travailleurs et travailleuses en situation de handicap ou assimilés au sens de l’article L5212-13 du Code du travail. Deliveroo s’engage en faveur de la diversité, l’égalité professionnelle, l’emploi des personnes en situation de handicap.