Care Operations Manager - French

About the Position

Deliveroo, now part of DoorDash, is seeking a Care Operations Manager - French Speaking to join our team in London. This role involves overseeing the daily operations of our contact centre teams, collaborating with global teams, and driving overall business success. You will be responsible for analyzing operational data, identifying areas for improvement, and implementing strategies to enhance productivity and quality.

Responsibilities

• Oversee Care performance delivered to all sides of the marketplace through outsourced teams.
• Collaborate with multiple stakeholders to 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 projects and initiatives to transform performance across a wide range of KPIs (e.g., CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies.
• Identify and prioritize gaps with partners and internal stakeholders and own performance improvement strategies.
• Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders.
• Manage outsourced partner(s) performance, identifying areas for improvement and delivering action plans to ensure targets are achieved.
• Ensure best in class customer satisfaction for all three sides of the marketplace.
• Drive change by surfacing issues across Care operations, generating hypotheses, and landing improvements.
• Present performance weekly, monthly, and annually against Care action plans and objectives.
• Participate in the 24/7 emergency on-call rota, being on-call roughly one week every quarter.

Requirements

• Fluent in French.
• 2+ years experience as an Operations Manager (or equivalent) within a customer service environment (at a BPO or in-house).
• Ability to prioritize effectively and lead on multiple project workstreams concurrently and independently.
• Detailed understanding of customer service metrics (e.g., CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics.
• Solid analytical background and ability to drive insights through data (e.g., Excel pivot tables, INDEX MATCH).
• 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.

We Offer

• Competitive salary and benefits.
• Remote work options with a hybrid working model.
• Professional development budget.
• Generous annual leave allowances, including time off to support a charitable cause of your choice.

About the Company

Deliveroo, now part of DoorDash, is a technology-driven company at the forefront of the most rapidly expanding industry in the world. 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.

At Deliveroo, we prioritize the welfare of our people and offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances. We are committed to fostering an environment where everyone can do their best work and feel they belong.

Diversity, Equity and Inclusion

At Deliveroo, we believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!