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.
Our newly formed central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support our Customer Care teams. We currently cover fourteen markets across Europe, the Middle East, South East Asia and Australia, and are expecting to launch operations in more countries in the near future.
Key to this expansion is an immediate need for an experienced Workforce Planner to join the team to help to introduce detailed resource planning methodologies in order to drive efficiencies and bring a consistency of approach to all markets.
If you’ve experience in the following areas, you may just be the person we are looking for:
- Are you highly numerate and comfortable living in spreadsheets?
- Can you produce accurate workload forecasts?
- Are you an experienced user of Workforce Management software?
- Do you have a wealth of experience in reporting and analysis using Excel and/or Google Sheets?
- Have you created contact centre budget plans?
- Do you have experience of creating great relationships with customer care management teams?
- Have you worked with outsource providers and their WFM teams?
- Can you produce accurate impact assessments for improvement projects?
- Do you thrive in an environment where it’s fast-paced and always changing?
While some workforce management process are well developed, in conjunction with our outsource partners, planning activities in other markets are in their infancy. We now need to move at speed to optimise workforce requirements across all teams in order to maximise performance whilst keep wastage to a minimum.
We need somebody who can hit the ground running; a self-starter who is comfortable in creating and implementing procedures from scratch, and who would revel in the opportunity to make a significant mark on the business.
- Build and deploy reliable workforce planning processes that account for local nuances across all markets
- Develop existing planning processes to ensure that outputs are optimised
- Support the selection process and deployment of a WFM system across all markets, ensuring a consistency of procedures is implemented
- Produce accurate workload forecasts accounting for trends and seasonality in contact rates, along with order volume forecasts provided by finance
- Work with finance to create monthly cost projections
- Create and maintain processes for tracking spend against budget projections
- Produce simulations and what-if scenarios to assist with business cases and providing headcount and cost projections to support managerial decision making
- Conduct impact assessments in support of continuous improvement and change projects
- Develop a suite of standard customer care reporting in conjunction with business intelligence analysts to drive improvements within customer care and the wider business
Impact driven: You’ll work on high-impact global projects. These will include the delivery of workforce planning processes and a WFM system across all markets, and may also include modelling the costs and benefits of various solutions to improve customer care performance and the wider performance of Deliveroo.
Analytical & collaborative: There will be a lot of number-crunching and/or data modelling involved, but your role will also be about stepping back – you’ll need to see the bigger picture and understand how your insights are aligned with the direction the business is heading in. You should also be proactive in gathering input from relevant stakeholders to co-create pragmatic solutions.
Decisive & influential: You should be able to thrive in a fast-paced environment, and be comfortable with making quick yet calculated decisions, even in times of ambiguity. You also need to make recommendations of changes, which could (or perhaps, should) be game-changing and communicate them across the business persuasively. More importantly, you must have a strong desire to galvanise action within Deliveroo. This means that you’ll need to be able to rally others around these recommendations and work with multiple teams to implement and track them effectively.
- Graduate in a subject with a significant mathematical element, or equivalent experience
- Minimum of 5 years’ experience using a Workforce Management system in an administrative role within a customer care environment
- Experience of working on a WFM system implementation project is highly desirable, but not essential
- Proven experience of producing accurate workload forecasting models using statistical techniques
- Strong Excel or Google Sheet modelling skills; for example, using pivot tables and index match formulae
- SQL skills are highly desirable but not essential, as is experience of using a reporting tool, such as Looker
- Adept at conducting 80/20 analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively
- 5+ years line management experience; indirect management of outsourced WFM teams is desirable
- Proven track record of creating strong relationships with customer care operations and support teams, finance managers and business intelligence analysts
- Communication skills that clearly present ideas, theories, and technical information to operations and managerial staff
- Must be proactive and able to work independently
- Strong attention to detail and accuracy is essential
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.