Process Optimization Specialist

2 months ago

London, Greater London, United Kingdom Deliveroo Full time

About the Role:

The Process Optimization Specialist is responsible for driving customer and agent experience for all three sides of our marketplace. Working with our Operations, Product, and Service Excellence partners, you will identify, develop, and deliver process improvements, and solve problems at scale. This is always with the aim of improving the customer and agent experience at Deliveroo, while protecting our reputation and minimizing our exposure to financial and regulatory risk.

Key Responsibilities:

  • Designing and documenting agent training materials and processes to enhance the overall experience for our marketplace support agents, consumers, riders, and restaurants.
  • Collaborate with cross-functional teams to analyze existing processes, identify bottlenecks, and implement effective solutions to streamline operations and improve efficiency.
  • Develop and maintain process documentation, including standard operating procedures (SOPs), process maps, and guidelines, to enhance the overall experience for our marketplace support agents, consumers, riders, and restaurants.
  • Lead analysis and investigations into key metrics, leveraging data-driven insights to identify opportunities for improvement and automation, and prioritize initiatives effectively.
  • Assess and prioritize incoming work in-line with business objectives to ensure all work is intentional and impactful.

Requirements:

  • Proven experience of designing processes, preferably within a contact centre environment.
  • Strong analytical, written and verbal communication skills, to clearly present ideas, theories, and projects to senior management and operational teams.
  • Proven experience of working on a global scale or in a complex, fast-paced environment.
  • Strong attention to detail is essential.
  • Experience in working cross-functionally and creating strong relationships with external stakeholders.
  • Understanding of process improvement methodologies such as Lean, Six Sigma, or Agile, with Business Process Manager certifications desirable.
  • Working proficiency in a second language is desirable.
  • Be part of a 24/7 on-call rota, on-call roughly 2 weeks per quarter.

Why Deliveroo:

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits:

At Deliveroo, we know that people are the heart of the business and we prioritize their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity:

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognize 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.

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