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Operational Excellence Specialist

2 months ago

London, Greater London, United Kingdom Deliveroo Full time

Marketplace Support

Process Improvement Associate

At Deliveroo, our goal is to revolutionize the shopping and dining experience by seamlessly connecting consumers, restaurants, shops, and delivery personnel. We strive to enhance accessibility to food and products, making it more convenient and enjoyable for everyone. Our platform empowers individuals to purchase what they desire, whenever and wherever they choose.

As a forward-thinking, technology-driven organization, we are at the forefront of a rapidly evolving industry. Despite being a compact team, we are making significant strides and tackling some of the most intriguing challenges in the market. We prioritize agility, autonomy, and innovative thinking, always on the lookout for fresh ideas.

Role Overview:

The Process Improvement Associate is tasked with spearheading initiatives aimed at enhancing the experiences of both customers and agents across our marketplace. Collaborating closely with our Operations, Product, and Service Excellence teams, you will pinpoint, develop, and implement process enhancements while addressing challenges on a large scale. The ultimate goal is to elevate the experiences of customers and agents at Deliveroo, safeguarding our reputation and minimizing financial and regulatory risks.

Key Responsibilities:

Design and document agent workflows to improve the overall experience for our marketplace support agents, consumers, riders, and restaurants.Work collaboratively with cross-functional teams to evaluate current processes, identify inefficiencies, and implement effective solutions to optimize operations and boost efficiency.Create and maintain comprehensive process documentation, including standard operating procedures (SOPs), process maps, and guidelines, to enhance the experience for all stakeholders.Conduct analysis and investigations into critical metrics, utilizing data-driven insights to uncover improvement opportunities and prioritize initiatives effectively.Evaluate and prioritize incoming tasks in alignment with business objectives to ensure all efforts are purposeful and impactful.

Qualifications:

Demonstrated experience in process design, ideally within a contact center setting.Strong analytical, written, and verbal communication skills to effectively convey ideas, concepts, and projects to senior management and operational teams.Experience working on a global scale or in a complex, fast-paced environment.Meticulous attention to detail is essential.Proven ability to collaborate cross-functionally and build strong relationships with external stakeholders.Familiarity with process improvement methodologies such as Lean, Six Sigma, or Agile; Business Process Manager certifications are a plus.Proficiency in a second language is advantageous.Willingness to participate in a 24/7 on-call rotation, approximately two weeks per quarter.

Why Choose Deliveroo?

At Deliveroo, we recognize that our people are the cornerstone of our success, and we prioritize their well-being. While benefits vary by country, we offer a range of advantages in areas such as healthcare, wellness, parental leave, retirement plans, and generous annual leave, including time off for charitable endeavors. Specific benefits are country-dependent, so please consult your recruiter for detailed information.

Commitment to Diversity:

Deliveroo believes that a thriving workplace reflects the diversity of the world we inhabit. We embrace all aspects of individuality, including gender, race, sexuality, religion, and personal preferences. What matters most is a passion for food and a desire to contribute to one of the fastest-growing companies in a dynamic industry.

We are dedicated to fostering diversity, equity, and inclusion throughout our hiring process. We understand that some candidates may require accommodations to apply or participate in interviews. If you need any adjustments, please inform us, and we will strive to provide the necessary support to ensure you have an equitable opportunity to succeed.

Please refer to our candidate privacy policy for more information.