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Senior Ops Excellence Manager



London, UK
Posted on Thursday, June 20, 2024

Operational Excellence Team Manager, Service Excellence

The Global Care Operations team

As the Operational Excellence Team Manager, you will be responsible for identifying opportunities to improve Customer Experience and reduce cost to serve across Marketplace Care. Leading a team of 3 direct reports, 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 develop and implement our ambitious automation and contact reduction strategy.

In this role you'll be involved in three 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
  3. Contributing to Deliveroo’s multi-year automation strategy

What you’ll be doing

  • Identifying opportunities to reduce contacts and automate processes - working with colleagues from across the business to devise plans, realise opportunities and ensure governance is in place to monitor key success metrics
  • Maintaining up-to-date documentation of automated processes - periodically auditing work to ensure it’s current and relevant
  • Managing the long-term automation roadmap, and holding teams to account on progress and deliverables - working with finance to ensure savings are correctly reported
  • Exploring GenAI and how it could be best used to support frontline users and customer service agents
  • Conducting rigorous UAT of any new or proposed changes, ensuring that any risks are clearly defined, documented and communicated to the relevant teams
  • Supporting Product and Tech teams with the clear definition of requirements and supporting financial business case to assist in planning and prioritisation decisions
  • Reviewing post launch performance of initiatives - identifying opportunities to improve further and course correcting in a timely manner
  • Facilitating frontline user and customer feedback on projects following launch - ensuring feedback loops are developed to pass information back to relevant teams (i.e. you said, we did)
  • Owning deep dives on specific topics and leading updates with Exec and senior stakeholders on specific issues (e.g. performance gaps, project updates)
  • Leading a team of 3 individuals, managing their workload and developing their careers


We are looking for someone who:

  • Has 5+ 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
  • Has some partner / vendor management experience and can support our partners in delivering change
  • 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

Why Deliveroo?

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

Benefits and Diversity

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

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