Full-Time

Head of Quality

Training, & Process, Contact Centre

Posted on 5/8/2024

Deliveroo

Deliveroo

5,001-10,000 employees

Food delivery from restaurants and groceries

Consumer Goods

Senior

London, UK

Required Skills
Communications
Management
SQL
Requirements
  • Prior professional experience with optimisation, processes, systematic organisation, program/project management.
  • High emotional IQ to expertly manage leadership and key stakeholder relationships with vendor(s) and in-country leaders.
  • Strong planning and organisational skills; attention to detail.
  • Data-driven decision mentality and sound business judgement through strong analytical thinking.
  • Results focussed, with experience delivering cross-functional performance improvement projects.
  • Can prioritise effectively and lead on multiple project workstreams concurrently and independently.
  • Takes personal accountability for quality and accuracy of their own and their team’s work.
  • Leading by example with experience empowering a team to execute under pressure and tight deadlines.
  • Solid analytical background (e.g. Excel pivot tables and Index Match), SQL skills are highly desirable but not essential.
  • Excellent written and oral communication skills; able to effectively communicate with technical and non-technical audiences.
  • Experience managing an operation through periods of significant growth or change.
  • Strong experience of senior stakeholder management and working in a partnering environment.
Responsibilities
  • Lead, manage, and develop a team of ~4 direct and ~42 indirect reports.
  • Support the performance of our outsourced partner(s), identify areas for improvement and put in place plans to achieve identified opportunities.
  • Surface pain-points and broken processes. Diagnose areas of optimization and demonstrate hypothesis driven problem solving abilities.
  • Develop strategies to improve the experience our Operations teams deliver to all sides of the marketplace.
  • Drive transformational changes in our existing agent processes to build on consumer love for the Deliveroo brand.
  • Own feedback loops with stakeholders from across the business - advocating up-stream initiatives to drive customer satisfaction.
  • Own deep-dives and lead updates with CEO/ executive stakeholders on all enquiries regarding Care processes and support Legal & Communications teams respond to external enquiries.
  • Coach and mentor the next generation of leaders within Deliveroo.
  • Develop training strategy that incorporates a variety of methodologies to optimise training effectiveness.
  • Provide Level 2 on-call incident management coverage as part of a rota, including nights, weekends, bank holidays.
  • Responsible for the end to end agent processes and their associated customer experience, driving improvements, improving efficiency, and reducing complaints.
  • Enhance the quality of interactions across all sides of the Marketplace, ensuring quality assurance, compliance, regulatory, and legal obligations are met across all interactions
  • Develop strategies for agent knowledge base, ensuring ease of use and comprehensive process guides.
  • Work closely with the Service Excellence team, acting as the voice of the customer, championing change and improvements across the customer experience, driving change and influencing future change/projects to support and achieve improvements.
  • Participate in, and sometimes lead, special cross-functional projects as reasonably required of your role.
  • Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring sessions to ensure the highest level of performance.
  • Will require international travel.

Deliveroo is a good place to work because it operates at the intersection of technology and hospitality, utilizing a vast network of over 176,000 restaurant and grocery partners alongside 150,000 riders to offer efficient delivery services across various global markets. This expansive and dynamic environment fosters a culture of innovation and collaboration, providing employees with unique opportunities to contribute to a leading company in the food delivery sector.

Company Stage

Series H

Total Funding

$2.2B

Headquarters

, United Kingdom

Founded

2013

Growth & Insights
Headcount

6 month growth

2%

1 year growth

2%

2 year growth

7%