Senior Manager, Customer Support, Deliveroo Operations
Core
Own frontline operational performance for Deliveroo's customer support network, managing a Global Escalations team and an outsourced network of ~1,500 agents across multiple locations to drive CSAT while balancing cost metrics.
Role type
Senior Manager, Customer Support Operations
Builds
Customer support operations for Deliveroo's marketplace (customers, riders, merchants)
Domain
Food delivery / E-commerce / Customer Support
Required skills
Contact centre leadership, outsourced/vendor relationship management, escalation/complaint handling, attrition reduction, data-driven performance balancing, stakeholder management, cross-functional partnership, people leadership
Preferred skills
Experience in fast-paced consumer-facing environments, experience with BPO/SSC operations, experience representing support functions to senior commercial stakeholders
Technologies
Workforce Management, Training, Quality, Policy systems
Responsibilities
Lead and develop the Global Escalations team; Drive qualitative improvements to customer experience (CSAT) while balancing cost metrics (AHT, refund costs); Act as the voice of Support to market General Managers; Partner with cross-functional teams (Workforce Management, Training, Quality, Policy); Design performance frameworks for outsourced partners; Standardise processes across outsourced partners; Diagnose and reduce attrition and quality issues; Partner with Product and Technology to shape support system roadmaps; Represent the function at senior forums; Shape functional strategy and set OKRs; Grow and develop managers within the network