Operational Excellence Manager- Service Excellence

Oerational Excellence Manager, Service Excellence

The Global Care Operations team 

As an Operational Excellence Manager, you will be  responsible for identifying opportunities to improve Customer Experience and reduce cost to serve across Marketplace Care.  Working as part of a team, you will reduce unnecessary contacts, automate manual processes, and improve both agent and customer experience.  You will also work with colleagues from across Customer, Partner and Rider support as well as Tech and Data Science to implement our ambitious automation and contact reduction strategy.  

In this role you'll be involved in two key areas:

1. Identifying opportunities to reduce contacts, automate processes and improve experience of Deliveroo’s end users
2. Planning and programme management of initiatives to meet specific goals

What you’ll be doing

• Identifying opportunities to reduce contacts, automate processes or improve customer experience 
• Maintaining up-to-date documentation of automated processes and performing audits to ensure their effectiveness
• Conducting rigorous UAT of any new or proposed changes, ensuring that any risks are clearly defined, documented and communicated to the relevant teams
• Creating clear business/user requirement documents to assist in product planning
• Leading on financial business case analysis to assist in planning and prioritisation decisions 
• Reviewing post launch performance of initiatives - identifying opportunities for further improvement in a timely manner
• Facilitating frontline user and customer feedback on projects following launch
• Owning deep dives and analysis on specific topics and leading updates with senior stakeholders on specific issues (e.g. performance gaps, project updates)
• Creating routine and ad-hoc reporting to monitor performance of key metrics

Requirements

We are looking for someone who:

• Has 3+ years’ experience as an Operations Manager or Consultant in a fast moving and dynamic company - experience in Agile work is highly desirable
• Is action orientated, with experience of leading performance improvement projects including automation - both with and without GenAI
• Can prioritise effectively - leading 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
• 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

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

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.