Head of Care Operations, 7 Months FTC at Deliveroo

London, England, United Kingdom

Apply Now

Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, Technology, E-commerceIndustries

Requirements

Extensive experience leading large-scale, international contact centre or customer operations in a fast-paced environment

Responsibilities

Define and deliver the global Care Operations strategy, including operating model design (in-house vs outsourced, site selection, and footprint optimisation)
Lead the Care Operations and Global Escalations teams to consistently deliver against key performance indicators (KPI) and service level metrics
Partner with Product and Technology to shape the roadmap for customer support systems and channel strategy, identifying opportunities to enhance efficiency and automation
Build and maintain strong relationships with key stakeholders across HR, Legal, Policy, and local market leadership to ensure service delivery evolves in line with business priorities
Design robust performance frameworks to hold vendor partners accountable while fostering a culture of partnership and continuous improvement
Drive data-informed improvement through analysis of contact drivers, escalation themes, and customer sentiment to influence product and policy evolution
Lead and develop a diverse, high-performing team — fostering a culture of accountability, experimentation, and continuous learning
Represent Marketplace Support at the Company Weekly Business Review (WBR) in Director absence, and lead the Care Operations function at the weekly UKI WBR (VP+ level)
Participate in the 24/7 Leadership Team on-call rota (approximately two days per week)
Own the global strategy and delivery of all customer, rider, and partner interactions across Deliveroo’s marketplace
Lead a network of more than 2,000 agents operating across 11 sites and nine markets, ensuring efficient, empathetic interactions aligned with world-class service
As senior leader for Global Escalations, ensure the team handles sensitive, high-risk contacts with skill, judgement, and empathy, protecting reputation and driving improvements
Set department-level goals, monitor performance, build partnerships across local markets and vendor networks, represent Care Operations at senior forums, and engage with SLT and C-suite stakeholders

Skills

Operations Strategy

Customer Service

Rider Management

Partner Relations

Global Escalations

Root Cause Analysis

Cross-Functional Collaboration

Team Leadership

Policy Integration

Service Excellence

Deliveroo

Online food delivery connecting customers and restaurants

About Deliveroo

Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which gives customers unlimited free delivery for a monthly fee, encouraging loyalty and providing consistent revenue. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the pandemic, which helps build a positive public image and strengthen community relationships.

London, United KingdomHeadquarters

2013Year Founded

$1,569.6MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

5,001-10,000Employees

Benefits

Health Insurance

Paid Vacation

Parental Leave

Family Planning Benefits

Risks

Increased competition from Uber Eats and Just Eat threatens market share.

Rising operational costs due to inflation may impact profit margins.

Potential regulatory challenges could increase labor costs for delivery riders.

Differentiation

Deliveroo offers a diverse range of cuisines, from fast food to high-end dining.

The company partners with non-food brands, expanding beyond traditional food delivery.

Deliveroo's three-sided marketplace connects customers, restaurants, and delivery riders efficiently.

Upsides

Partnerships with brands like Accessorize diversify revenue and expand market reach.

Deliveroo Plus subscription service boosts customer loyalty and provides recurring revenue.

AI integration enhances delivery efficiency and reduces operational costs.

Land your dream remote job 3x faster with AI

Try Jobo Free