Rider Support Senior Manager

Reporting into the Rider Support Lead, you are responsible for managing the team which helps existing riders with their queries and processes their rider fees. Your goal is to run an engaged and motivated team while redefining what good looks like. 

We want to offer the best rider support in the industry. Deeply embedded within the operations processes of Deliveroo, Rider Support is central to our continued success through its impact on rider retention and rider satisfaction.

Job Spec - Responsibilities

  • Responsible for planning and executing large scale global projects related to Rider Support and Rider fee processing .
  • Work with Tech, Product and local markets to find solutions to Fee processing challenges and drive executional excellence at a global level.
  • Have input in and be responsible for driving our global Rider Support strategy, championing process improvements and getting buy in from our key stakeholders.
  • Own communication and reporting to key stakeholders, including Exec level escalations.
  • Improve our service levels by continually driving performance improvements from the internal team and our external vendor.
  • Be the Rider advocate - our focus is not only on KPIs, but on being the voice of the riders to give them the best possible experience with Deliveroo.
  • Have a real impact on key metrics in Rider Operations:
    • Ticket SLA
    • Fee accuracy
    • Improve quality scores
    • Achieve optimal TP/person 
    • Ensure cross training processes in place
    • Improve, define & track sickness and absence. Ensure policies and processes are place 
  • Prioritisation of personal workload, plus the workload of a large team 
  • Foster an environment of progression and continuous improvement, both of our people and our processes
  • Lead, coordinate and develop a large team
  • Drive efficiencies in the team through cross training, effective KPIs and performance management
  • Introduce robust management processes and lead from the front

Job Spec - Core competencies 

  • Team manager - we have a large team of people who support our riders and applicants, keep that group engaged, motivated and inspired.
  • Adaptable Fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness.  Don’t slavishly follow processes if they aren’t right.
  • Can build “stuff” - approaches, processes, tools and structured change methodologies
  • Change Management - knows how to flow meaningful changes through a large organisation to drive adoption and ensure success
  • Analytical and strategic – able to ‘think big’ as well as execute ‘on-the-fly’ via understanding the dynamics of our business and the Operations Support team specifically.
  • Inquisitive and forward-thinking -  curious, thoughtful and happy to question the status-quo. Keeps pushing for further improvements
  • Knows how to prioritise - the ability to determine what needs immediate attention and is of the highest value, while keeping stakeholders informed
  • Effective communicator - needs to be able to explain complex process to a range of stakeholders in a way that can paint a clear picture, helps us solve a problem, get executive support, or train new team members

Why Deliveroo?

Why Deliveroo? 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.

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’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

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.

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 startups in an incredibly exciting space. 

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