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About the Role

Oversee daily operations of contact centre teams at BPOs, collaborate with departments for business success, analyze operational data, and implement strategies to enhance productivity and quality.

Responsibilities

• Responsibility for Care performance delivered to all sides of the marketplace through outsourced teams.
• Manage day-to-day performance of service queues for customers, partners, and riders across multiple channels by working with multiple stakeholders.
• Create business insights and targets to measure Care performance.
• Lead projects and initiatives to transform performance across a wide range of KPIs 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 the performance of outsourced partner(s), identifying areas for improvement and delivering action plans to ensure targets are achieved.
• Make Care a true differentiator, ensuring best-in-class customer satisfaction.
• Drive change by surfacing issues across Care operations, generating hypotheses, and landing improvements.
• Present weekly, monthly, and annual performance against Care action plans and objectives.
• Participate in the 24/7 emergency on-call rota (approximately one week per quarter).

Requirements

• Fluent in French.
• 2+ years of experience as an Ops Manager (or equivalent) within a customer service environment (at a BPO or in-house).
• Ability to prioritize effectively, leading multiple project workstreams concurrently and independently.
• Detailed understanding of customer service metrics and performance drivers.
• Solid analytical background with the 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 (e.g., Looker, Tableau, Power Bi).
• Takes personal accountability for the quality and accuracy of work.
• Action-oriented with experience leading performance improvement projects.

Skills

• Excel pivot tables
• INDEX MATCH
• Zendesk
• Amazon Connect
• Looker
• Tableau
• Power Bi

Location

• London

Work Type

• Hybrid working
• Full-time

Experience Level

• 2+ years experience

Benefits

• Healthcare
• Well-being
• Parental leave
• Pensions
• Generous annual leave allowances
• Time off to support a charitable cause

About the Company

• 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 move fast, value autonomy and ownership, and are always looking for new ideas.

Equal Opportunity

• 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.