Deliveroo is hiring a Remote Care Operations Manager
\nWhy Deliveroo\n\nOur 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.\n\n \n\nThe Global Care Operations team \n\nThe 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, and as such weโre looking for an analytically strong and driven individual with previous experience in customer service.\n\n\nIn this role you'll be involved in three key areas:\n\n* Working with multiple stakeholders to own and manage day-to-day performance of all French speaking service queues for customers, restaurants and riders (e.g. chat / call)\n\n* Leading on projects to meet our departmental goals (e.g. reducing handle time to save costs)\n\n* Creating business insights, KPIs and targets to measure effectiveness (e.g. using agent level reporting to create productivity targets)\n\n\n\nWhat youโll be doing\n\n\n* Managing the performance of our outsourced partner(s), identifying areas for improvement and creating plans to achieve them (e.g. agent efficiency)\n\n* Identifying and prioritising performance gaps with partners and internal stakeholders (e.g. policy, workforce management) and owning performance improvement strategies where required \n\n* Supporting in-market leadership teams make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for our customers\n\n* Relentlessly driving change - surfacing issues across Care operations, generating hypotheses, and landing improvements\n\n* Owning performance deep dives and leading updates with executive stakeholders on specific issues (e.g. performance gaps)\n\n* Support other markets and colleagues by taking part in the on-call rota.\n\n\n\n\nRequirements\n\nWe are looking for someone who:\n\n\n* Is fluent in French (both written and verbal)\n\n* Has 5+ yearsโ experience as an Operations Manager in a fast moving and dynamic company - previous BPO experience is highly desirable \n\n* Is results driven, with experience of leading performance improvement projects\n\n* Can prioritise effectively and lead on multiple project workstreams concurrently and independently\n\n* Is calm under pressure and has experience of crisis management and business continuity\n\n* Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systems\n\n* Has some partner / vendor management experience\n\n* Takes personal accountability for quality and accuracy of their work \n\n* Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential\n\n* Can join the 24/7 on-call rota, working out at roughly two weeks per quarter\n\n\n\n\nWhy Deliveroo?\n\nWhy 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.\n\nWe 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. Weโre a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.\n\nBenefits and Diversity\n\nAt 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.\n\nWe 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. \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Non Tech and Non Tech jobs that are similar:\n\n
$50,000 — $75,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐ We hire old (and young)\n\n
\n\n#Location\nLondon, England, United Kingdom
๐ Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.