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. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.
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 are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.
We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes.
And we’re just getting started
The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun.
We are already a multi-billion dollar company that is more than doubling in size every year. Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.
Deliveroo is looking for a highly motivated and positive individual with deep experience in managing and growing contact centers. The Global Head of Partner Operations reports directly to the Head of Customer Care.
This position is responsible to drive performance by holding our global partners accountable and working with other areas of the business to achieve a desired customer experience. Primary responsibility includes the management of contact channel (voice, chat, ticket, social and email) functions handled by outsource partners for Deliveroo while ensuring an efficient and cost effective operation that offers a high level of customer experience in a 24/7 environment.
Key relationships are with the Outsourcing Partner and the Customer Care support teams (Workforce and Analytics, Learning & Development). This is inclusive of partnering with the reporting team to manage the daily operation; be proactive with others to develop and implement innovations and enhancements to existing processes and procedures; and solidifying effective customer experience and relationships with the outsourcers.
Strategic Planning– Participate in Strategic and Operational Planning and execute on these plans to achieve and enhance profitability, productivity, customer satisfaction and efficiency throughout contact center operations. Collaborate to ensure that contact center operational goals / priorities are aligned with all functions:
- Resource Planning & Management
- Learning, Development & Performance
- IT and Telecom
- Finance / KPI’s
Outsource Partner Management - Direct, develop, oversee and assess total job performance of the outsource partners. This includes but is not limited to, developing specific outsource location action plans, meetings, proactive communications and support to ensure their effective delivery of all KPI’s outlined in the Statement of Work and report evaluation for performance trends through scorecards and continuous improvement.
Learning & Development Support – Collaborate with the L&D team and actively participate in calibration sessions, listening to calls to validate/align QA scoring with outsource partner to aid in the consistent delivery of outstanding customer experiences by identifying trends and training opportunities.
Analysis and Reporting - Create and manage statistical reports as well as process improvements that can meet and exceed customer experience and revenue targets. Be an active leader and/or participant on system/process projects. Proactively analyze, develop and utilize tools to achieve overall department success.
Financial – Achieve operational goals within budget by managing and controlling all variable and fixed expenses through the utilization of effective tools/methods that enhance the outsourcer’s performance. Goals can include revenue targets, first call resolution/transfers, adherence, customer focus, variable costs per contact (call/chat/social/email). Additional financial responsibilities include managing / processing partner invoicing and payment.
Deliveroo Partner Engagement – Ensure all partners/clients receive equal service and satisfaction through professional and supportive interactions and effective resolution of escalated issues. This includes the resolution of customer issues within a timely manner. Manage all companywide visits to the outsource partner locations ensuring proactive communication and quality service is provided.
- Minimum 7+ years in a Senior leadership role with over 1MM annual contacts leveraging multiple communication channels (phone, chat, social, email, etc)
- Prior Operations / Call Center Management experience is required
- Previous experience in the travel / hospitality industry considered an asset
- Project Management / Six Sigma experience considered an asset
- Demonstrated people management skills which have successfully motivated and enhance personal performance and development
- Highly developed communication with a demonstrated ability to work in a dynamic, continual evolving environment
- Hands on experience with contact center workflow, phone queue management.
- Knowledgeable on contact center technology such as IVR and Live Chat
- Solid knowledge of business/operational practices and procedures
- Solid analytical skills which result in sound decisions, solutions and recommendations
- Must possess excellent customer service, follow up and organizational skills
- Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
- Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary
- Ability to leap tall buildings in a single bound
Life at Deliveroo
We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.
There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.
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.
In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.
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 start-up’s around.