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Operational Excellence Manager



London, UK
Posted on Thursday, June 20, 2024

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


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?

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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