The opportunity
Care Operations Manager - French Speaking
What you'll do
Responsibility for the Care performance delivered to all sides of the: marketplace for your areas through outsourced teams
Work with multiple stakeholders (global and local) to own and manage day to: day performance of service queues for customers, partners, and riders across multiple channels
Create business insights and targets to measure Care performance
Lead on projects and initiatives to transform performance across a wide range: of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required
Identify and prioritise gaps with partners and internal stakeholders (e.g.: policy, workforce management) and own performance improvement strategies where required.
Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders
What they're looking for
- Manage the performance of our outsourced partner(s), identifying areas for: improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in your markets
- Make Care a true differentiator at Deliveroo, ensuring best in class customer: satisfaction for all three sides of the marketplace
- Relentlessly drive change: surfacing issues across Care operations, generating hypotheses, and landing improvements
- You will present weekly, monthly and annual performance against Care action plans and objectives.
