Senior Partner Operations Analyst (Maternity cover)

About the team

Our Partner Support team is the face of our partner operations at Deliveroo.

We investigate and resolve a wide range of issues, from tech support to payment and more.

Our vendor team looks after the majority of our inbound contacts from our restaurant partners. They provide efficient, world class service in every interaction.

Our operations cover both inbound contacts, internal requests, ad hoc projects & at scale, quick paced updates.

We’re involved in a number of business improvement initiatives focused on making the lives of our partners easier!

We build our knowledge across multiple different areas of the business and become a hub of different ideas and solutions for both the team and our partners.

About the role

This is a maternity cover role for 12 months.

Your typical week will be Monday-Friday with hybrid working attending the office 3 days per week.

You’ll be responsible for looking after our overseas partner operations function, attending weekly performance, quality and continuous improvement meetings, identifying performance issues, partner pain points and providing opportunities to improve to the Partner Ops Manager.

You’ll be a strong communicator, able to present ideas and identify process gaps to influence our vendor teams on improvement areas

What you’ll be doing:

• You will lead our first line vendor contact centre presence. Reporting to the Partner Ops Manager your role will focus on performance, service & process.
• You’ll be confident in data analysis, owning data deep dives for weekly & monthly reporting. Being able to pick up on performance/service issues from large datasets, and convey this to key internal & outsourced stakeholders.
• You’ll be the point of contact for all process updates and changes for the first line operations, including operational changes, process updates, product rollouts & commercial updates
• Owning performance, ensuring our daily, weekly and monthly KPIs & SLAs are met, managing our vendor partners to address and improve on these where necessary and performing root cause analysis where targets aren’t met to report & improve.
• You’ll provide coaching and feedback to our outsourced Ops Managers, supporting their development and indirectly managing the team. You’ll ensure the vendors are providing useful developmental conversations for the agent cohort, and ensure any operational changes are rolled out and understood by the wider delivery team.
• You’ll be able to manage multiple projects alongside key stakeholders. You’ll work closely with the Partner Ops manager, process, compliance & commercial teams on a range of different key initiatives.
• You’ll work closely with our workforce management team, and ensure they’re updated with any potential projects that may impact resource

Care on call. Your role will involve certain rota’d days supporting our wider marketplace care on call function. You’ll provide support to the wider global team as a manager within Marketplace support handling our TTL & TTSH obligations.

Requirements:

• Previous experience working within a fast paced, high volume contact centre environment
• Experience in end to end project involvement, from inception to delivery
• Previous background in service or support
• You’ll be well organised and be able to identify where changes might need to be communicated to our vendor partners to ensure they’re up to speed as quickly as possible to ensure efficient service delivery

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

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

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.