Deliveroo

Head of Operational Support

Manchester, England, United Kingdom

$180,000 – $250,000Compensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Consulting, Operations, Contact CentreIndustries

Requirements

Candidates should possess proven experience in either consultancy, strategy, or operational roles, ideally within a contact centre environment. Operational experience leading and driving operational improvements and/or change management initiatives at scale is required, along with a detailed understanding of the sales tech stack including CRM (Salesforce), sales engagement platforms (e.g. Salesloft, Outreach, HVS etc), telephony, and the operational and motivational levers that drive the success of new business outreach, account management, or customer success.

Responsibilities

As a Head of Operational Support, you will be responsible for defining and scoping the operating vision for Deliveroo’s SMB Contact Centres and delivering strategic projects to improve commercial performance. You will build core enabling capabilities to support the SMB Contact Centres, spanning Performance Analytics & Planning, Workforce Management, Quality Assurance, Agent on-boarding & training, and Sales & Contact Centre technology deployment. Furthermore, you will develop Go-To-Market processes to embed change at scale, manage stakeholder relationships, monitor contact centre performance, conduct data analysis, and create strategies for course correction when needed.

Skills

Salesforce
Salesloft
Outreach
HVS
Telephony
Performance Analytics
Workforce Management
Quality Assurance
Agent Onboarding
Training
Data Analysis
Change Management
Stakeholder Management

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.

Key Metrics

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.

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