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Care Operations Manager

deliveroo.co.uk Logo

DELIVER

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Care Operations Manager, you will be responsible for overseeing the daily operations of one of our contact centre teams based at our BPOs. You will collaborate with other departments to drive overall business success. Additionally, you will be expected to analyse operational data, identify areas for improvement, and implement strategies to enhance productivity and quality.

Job Responsibility:

  • 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
  • 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.
  • Participation in the 24/7 emergency on-call rota, which works out at being on-call roughly one week every quarter.

Requirements:

  • 2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house)
  • Can prioritise effectively - leading on multiple project workstreams concurrently and independently
  • Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
  • Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH)
  • Has an excellent verbal and written communication skills
  • Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi.
  • Takes personal accountability for quality and accuracy of work
  • Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green.
What we offer:
  • A competitive and comprehensive compensation and benefits package
  • Up to 5% matched pension contributions
  • Some roles may be eligible for share awards
  • Free Deliveroo Plus: free delivery and access to special offers
  • Team lunches from the best local restaurants
  • 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
  • One day of paid leave per year to volunteer with a registered charity
  • Funded single cover healthcare on our core plan, with the option to add family members at own cost
  • On-site gym (HQ), discounted external gym membership
  • Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
  • Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
  • Life assurance
  • Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
  • Excellent kit to enable working from home and a parent-friendly working culture
  • Access to free mortgage advice
  • Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
  • Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
  • Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
  • Summer and end-of-year parties

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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