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Deliveroo is seeking a Care Operations Manager to oversee daily operations of contact centre teams at business process outsourcing (BPO) partners in Manchester. This hybrid role (3 days minimum in office) requires managing performance across customer service, restaurant partner, and rider support channels.
Key responsibilities include owning care performance metrics and KPIs (CSAT, policy adherence, average handle time, quality assurance) across multiple stakeholder groups. You will lead performance improvement initiatives, conduct deep-dive analyses, and present weekly/monthly/annual performance updates to executives and leadership. The role involves managing outsourced partner performance, identifying improvement opportunities, and implementing action plans to achieve targets.
You will work cross-functionally with global and local teams to drive business success, lead concurrent project workstreams independently, and participate in a 24/7 on-call rotation (approximately one week per quarter).
Required qualifications: 2+ years as an Operations Manager or equivalent in customer service (BPO or in-house environment). Fluency in French is essential. You must have strong analytical skills with proficiency in Excel, CRM systems (Zendesk, Amazon Connect), and BI tools (Looker, Tableau, Power BI). Demonstrated experience with customer service metrics, performance improvement projects, and turnaround planning is expected. Excellent verbal and written communication skills, with ability to prioritize multiple workstreams and take personal accountability for quality are essential.
