Marketplace Support Process Manager

About the team:

The Marketplace Support and Service Excellence Team (Support and Service), centrally manages our entire global customer care operation which includes the Workforce Planning, Performance and Strategy Team, the Care Excellence Team and Care Operations which includes live support for consumers, riders and restaurants, as well as technical and logistical Operations and non-live support. With a company as big as Deliveroo, we have a number of customer care centres based around the globe to support our different markets and languages. The mission of our team is to deliver an excellent customer experience across the three-sided marketplace (customers, restaurants and riders) in partnership with our vendors, whilst delivering efficiencies and driving continuous improvement, change and transformation. The true essence of the team is best understood by our 3 principles…Fix it Fast, Keep it Simple, and Be the Best.

About the role:

As the Marketplace Support Process Manager, you will lead a team of process analysts to help drive customer and agent experience for all three sides of our marketplace. Working with our Operations, Product, and Service Excellence partners, you will identify, develop, and deliver process improvements, and solve problems at scale. We always aim to improve the customer and agent experience at Deliveroo, while protecting our reputation and minimizing our exposure to financial and regulatory risk.

Hybrid Role - London HQ Based (3 days per week) 

What you’ll be doing

• Manage and support a team of process analysts, to ensure their success in designing and implementing best-in-class process improvement initiatives, ensuring that they align with Deliveroo’s strategic goals and objectives.
• Collaborate with cross-functional teams to analyze existing processes, identify bottlenecks, and implement effective solutions to streamline operations and improve efficiency.
• Create and update process documents like SOPs, process maps, and guidelines to improve the experience for our support agents, consumers, riders, and restaurants.
• Analyze key metrics using data insights to find improvement and automation opportunities, and prioritize initiatives.
• You will provide guidance and support to teams in implementing process changes, ensuring smooth transition and adoption, and conduct regular audits and assessments to ensure compliance with established processes.

Requirements

• Experience in designing, managing, and mapping processes, preferably within a contact center environment.
• People management
• Solid understanding of process improvement methodologies such as Lean, Six Sigma, or Agile, with Business Process Manager certifications desirable.
• High emotional IQ to expertly manage a team, and engage with leadership including key stakeholder relationships with vendors and in-country leaders.
• Can prioritise effectively and lead on multiple project work streams concurrently and independently.
• Strong analytical, written, and verbal communication skills, to clearly present ideas, theories, and projects to senior management, operational teams and nontechnical audiences. 
• General understanding of risk and compliance management is preferred.
• Working proficiency in a second language is desirable (English + Italian or French)
• Be part of a 24/7 on-call rota, roughly 2 weeks per quarter (Level 2 on-call incident management coverage including nights, weekends, bank holidays) 
• Will require international travel. 

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.