<h2> <strong>Senior Regional Manager, Customer Support</strong> </h2> <p> <strong>The Global Care Operations team</strong> </p> <p> <span style="font-weight:300;">The Operations team is the engine room within Care. From recruitment and training of our front-line teams, to driving continuous improvement, change and transformation, our focus is improving customer experience and delivering efficiencies.</span> <strong><br><br> <p><span style="font-weight:300;">In this role you'll be involved in four key areas:</span></p> <ol> <li style="font-weight:300;"><span style="font-weight:300;">Working with multiple stakeholders to own and manage day-to-day performance</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Managing projects that optimise our operating model</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Leading initiatives to transform performance across a wide range of KPIs</span></li> </ol> <p><strong>What you’ll be doing</strong></p> <ul> <li style="font-weight:300;"><span style="font-weight:300;">Managing performance of our outsourced partner(s), identifying areas for improvement and devising plans to achieve the identified opportunities</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Optimising service costs and delivering results within budget constraints for our respective markets and stakeholders</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Identifying and prioritising performance gaps with partners and internal stakeholders (e.g. Policy, Workforce management) - executing on performance improvement strategies where required</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Relentlessly driving change - surfacing issues across Care operations, generating hypotheses, and landing improvements</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Overseeing deep dives in markets and leading updates with Executive and stakeholders on specific issues (e.g. performance gaps, strategic initiatives)</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Owning and delivering on internal employee engagement priorities (as measured by our monthly employee eNPS surveys and vendor eNPS surveys)</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Coaching and mentoring the next generation of leaders within Care Operations</span></li> </ul> <p></p> <p><strong>Requirements</strong></p> <p><span style="font-weight:300;">We are looking for someone who:</span></p> <ul> <li style="font-weight:300;"><span style="font-weight:300;">Has 5+ years’ experience as an Operations Manager or Consultant in a fast moving and dynamic company - experience in Agile work is highly desirable</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Is action orientated, with experience of leading performance improvement projects</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Can prioritise effectively - leading on multiple project workstreams concurrently and independently</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Is calm under pressure and has experience of crisis management and business continuity</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systems</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Has some partner / vendor management experience who can support our partners in delivering change</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Takes personal accountability for quality and accuracy of their work</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Can coach and mentor a number of direct reports and has examples of frontline people engagement projects</span></li> <li style="font-weight:300;"><span style="font-weight:300;">Preference for French or Dutch language proficiency</span></li> </ul> <p><br><br> </p> <p><strong>Why Deliveroo?</strong></p> <p><span style="font-weight:400;">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.</span></p> <p><span style="font-weight:400;">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.</span></p> <p></p> <p><strong>Benefits and Diversity</strong></p> <p><span style="font-weight:400;">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.</span></p> <p><span style="font-weight:400;">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.</span></p></strong></p>