Senior Client Operations Associate

6 months ago

London, United Kingdom Deliveroo Full time

**THE ROLE**

We're looking for a talented person to join the Rider Services Center department, a bustling and vibrant team who help riders get out on the road and support them once they're there. This is the perfect opportunity to join an exciting, fast-growing business and expand your operational abilities.

Reporting into the Rider Services Performance Lead, you're a key part of the team that ensures Performance is consistent both within the team and our vendors.

Your key responsibilities will include:

- **Design and run performance related reports**, including productivity, SLA, QA, absenteeism, Rider satisfaction and team utilisation
- Liaise with department Leads and Head of Rider Services to **define challenging but realistic targets** and related attainment expectations
- Liaise with markets to identify **reporting and forecasting requirements**:

- Assist the Performance Lead in coordinating requirements and training with the vendors
- Owning and centralising **training tools and materials** for the department and vendor
- Support and coordinate with team associates and vendor in driving **Performance,** **Quality Assurance and training **within the team by:

- Carrying out regular quality calibrations
- Ensuring compliance to procedures and process
- Coordinating and supporting cross functional projects
- Identifying training needs within the team and developing training plan and catalogue
- Owning and maintaining team skill matrix
- **Continuously identify opportunities for improvement **- Identify, prioritise, manage, and execute projects to a deadline to improve operational performance in line with business priorities
- Identifying areas for improvement and owning innovative and **data-driven solutions **to increase team performance and quality
- Act as the point of contact for Rider Support and Supply local markets - collaborate with our Vendor partners to ensure streamlined processes and optimal performance.
- Oversee the provision of essential tools to ensure accessibility, promptly addressing and resolving any reported bugs or issues.

**Stakeholders**
- Primary:

- Rider Fees Associate
- Rider Onboarding Associate
- Department Leads and Team Leaders
- Local Rider Support/Supply POCs
- Vendors
- Secondary:

- Engineering
- Data Science
- Global Operations Excellence

**Requirements**:

- You have excellent **communication skills, **able to disseminate ideas in a clear, concise manner to the relevant stakeholders
- You are **data driven** and able to use **large data sets** to extract the relevant information to both identify and resolve issues
- You have a keen **attention to detail and eye for accuracy**
- You are **inquisitive and curious**, able to understand how many component parts of a business fit together
- You are **happy working in a fast-paced** environment and can easily **adapt to change**:

- You are **driven** to ensure that the department is providing riders with world class support
- You are** **able to **prioritise work** by considering the impact and scale of the work, as well as managing time effectively to meet deadlines

**Desirable**:

- You have a university degree or equivalent experience
- You have experience in Operations, consulting or Customer services environment
- You have working experience using SQL and BI tools
- You can speak other European languages
- You are Lean Six Sigma trained

**Why Deliveroo?**

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We're a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

**Benefits and Diversity**

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.

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