Head of Partner Operations (Contact Centre)

Head of Partner Operations

Hybrid Role - London or Manchester based (3 days per week)

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.

The Global Marketplace Support team 

As Head of Partner Operations you will be responsible for owning the strategy in delivering world class service to our partners, working with colleagues in other departments (i.e Product, Legal, People etc) to influence development of Product and Policies which will further advance the departments strategic goals. As an experienced Operations leader, you will set department level targets for the team, and follow these through to achievement.

As a member of the Marketplace Support leadership team you will bring significant experience to the group, sharing industry knowledge and applying this in the on-going development of the service. You will be regularly required to discuss performance with Deliveroo's SLT, are comfortable in communicating with C-suite, and are able to break down complex problems for discussion. 

What you’ll be doing

• Recommend the strategy (In-house vs outsource, site selection etc) behind the Partner Operations service, and be accountable for global performance, ensuring consistent delivery of KPI metrics.
• Partner with Product and Tech teams in the development of future roadmap initiatives, providing guidance around channel strategy (Agent vs Self Service), agent system pain points, and identifying opportunities for future operational efficiency improvements.
• Design the framework for Partner Operations managers to operate within, ensuring suitable monitoring of performance, and vendors are held accountable to performance.
• Manage performance of  your direct report, ensuring support and motivation is provided regularly through 1-1’s, performance reviews, team meetings etc.
• Review and action improvement plans on the employee satisfaction survey.
• Provide leadership and making strategic decisions to contribute to the delivery of the department's objectives.
• Own deep dives and lead updates for the senior leadership team and Exec stakeholders on specific issues.
• Relentlessly drive performance by surfacing issues across our operations and influencing stakeholders to address them.
• Develop key stakeholder relationships with local market senior management, building trust in your business areas and taking forward feedback on areas for opportunity in the market.
• Lead and develop the people within the Partner Operations team,, fostering a high performance culture inclusive of experimentation and continuous learning.
• Be part of a 24/7 on-call rota, roughly 2 weeks per quarter.

Requirements

We are looking for someone who:

• A significant amount of relevant experience in a senior leadership contact centre or related operational leadership at scale in an international, multi-centre setup.
• Strategic mindset and ability to influence with exceptional communication and relationship-building skills
• Confident in managing multiple stakeholders of different levels 
• Exceptionally strong operations background with broad experience in building and scaling customer care organisations in fast-paced, operationally complex, consumer-facing businesses, supporting international customers across a variety of channels.
• Experience managing team managers / team leaders while being able to implement performance management initiatives.
• Detailed and action orientated, with experience of leading performance improvement projects.
• Is comfortable leading crucial business updates and can speak up when working with more senior stakeholders and partners.
• Is knowledgeable of CRM systems (e.g. Salesforce) and has experience of creating reports across systems.
• 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.
• Has the ability to write clear and concise project documents, easily comprehensible by individuals at all levels of seniority.

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 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.

Workplace & Benefits

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, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.