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.
The role of the Head of Global Ops Strategy is that of the mastermind behind our delivery operations. She or he will be responsible for operationalising our ambition to become the definitive food company.
- Strategy and innovation
- Define a market-winning customer proposition at a hyper-local level. What’s going to make us the most attractive food delivery option in Chichester on a Monday afternoon? How does that differ from what makes us the most attractive option in Mayfair on a Friday lunchtime?
- Create levers to allow us to flex our customer proposition. How can we offer customers cheaper options? How can we offer our customers even faster delivery?
- Design fulfilment solutions that profitably deliver these offerings, including through running trials and working closely with our Product teams on roadmap prioritisation, as well as feature design and roll-out
- Work closely with other global and local Ops teams to ensure our customer priorities are balanced with priorities in terms of our rider proposition
- Design the organisational structure and processes that best suit our operations
- Operational Performance
- Conduct benchmarking (over time, across markets and vs competition) to identify areas of opportunity
- Define “success” and suggest corresponding KPIs and incentive structures
- Run regular cadence of performance reviews (e.g. weekly and monthly ops reviews by market)
- Cross-functional projects
- Represent ops in cross-functional task-forces e.g. workforce on improving our ways-of-working with QSRs (quick-service restaurants such as KFC)
- Deliver major ops change projects e.g. lead effort across multiple Ops teams to improve customer experience outcomes globally
- Reporting lines
- Reports to Director of Global Delivery Ops
- Team of 4 currently, will grow
- Core competencies
- Customer-centric - puts the customer at the heart of operational design
- Strategic, yet pragmatic – is able to ‘think big’ and to ensure changes are ambitious but achievable
- An innovator - is infectiously curious and both willing and able to innovate away from the status-quo
- Logical, structured and data-driven - uses logic and data to prioritise and drive change
- Able to keep many plates spinning – can stay on top of a wide range of areas and projects, giving most attention to those that need it without neglecting others
- Adaptable with a “can-do attitude” - is positive and proactive, and energised by working in a fast-paced environment characterised by constant change
- A great manager – genuinely cares about team-members’ development and will invest heavily in this
- Experience in operating model design and innovation
- 10+ years of relevant professional experience (top-tier consulting firm, fast-growing / innovative business)
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.