Process Manager

About the role:

The Marketplace Support Process Manager is responsible for delivering initiatives to drive customer and agent experience for all three sides of our marketplace. Working with our Operations, Product, and Service Excellence partners, you will identify, develop, and deliver process improvements, and solve problems at scale. This is always with the aim of improving the customer and agent experience at Deliveroo, while protecting our reputation and minimising our exposure to financial and regulatory risk.

Hybrid- onsite in our London HQ 3 days a week

What you’ll be doing

• Designing and implementing best-in-class process improvement initiatives, ensuring that they align with Deliveroo’s strategic goals and objectives.
• Collaborate with cross-functional teams to analyse existing processes, identify bottlenecks, and implement effective solutions to streamline operations and improve efficiency.
• Develop and maintain process documentation, including standard operating procedures (SOPs), process maps, and guidelines, to enhance the overall experience for our marketplace support agents, consumers, riders, and restaurants.
• Lead analysis and investigations into key metrics, leveraging data-driven insights to identify opportunities for improvement and automation, and prioritise initiatives effectively.
• Provide guidance and support to teams in implementing process changes, ensuring smooth transition and adoption, and conduct regular audits and assessments to ensure compliance with established processes.

Requirements

• Experience in designing, managing and mapping processes, preferably within a contact centre environment.
• Solid understanding of process improvement methodologies such as Lean, Six Sigma, or Agile, with Business Process Manager certifications desirable.
• Strong project management skills and attention to detail is essential.
• Strong analytical, written and verbal communication skills, to clearly present ideas, theories, and projects to senior management, operational teams and external vendors.
• Proven experience of working cross-functionally on a global scale or in a complex, fast paced environment.
• General understanding of risk and compliance management is preferred.
• Working proficiency in a second language is desirable (French, Dutch, Italian, Cantonese, Arabic).
• Be part of a 24/7 on-call rota, roughly 2 weeks per quarter

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.