Director of Quality Operations

1 week ago

London, Greater London, United Kingdom DELIVEROO Full time
Deliveroo - Director of Quality Operations

Salary: £80,000 - £120,000 per annum

About Deliveroo

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. 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 believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. All you need is a passion for food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

Job Description

The Global Quality Lead will bring significant experience to the group, sharing industry knowledge and applying this in the ongoing development of our service. This role involves four key areas:

  1. Managing our global Quality team and strategy - ensuring Deliveroo service standards are achieved and policies adhered to by all customer-facing functions.
  2. Lead our global Training team and strategy - from onboarding to continuous improvement across in-house and outsourced teams.
  3. Define the content management and utilisation strategy - including the knowledge base platform and content plus written macros.
  4. Support the performance of our outsourced partner(s), identify areas for improvement and put in place plans to achieve identified opportunities.
  5. Drive transformational changes in our existing agent processes to build on consumer love for the Deliveroo brand.
  6. Own deep-dives and lead updates with CEO/executive stakeholders on all inquiries regarding Care processes and support Legal & Communications teams respond to external inquiries.
  7. Develop training strategy that incorporates a variety of methodologies to optimise training effectiveness.
  8. Responsible for the end-to-end agent processes and their associated customer experience, driving improvements, improving efficiency, and reducing complaints.
  9. Enhance the quality of interactions across all sides of the Marketplace, ensuring quality assurance, compliance, regulatory, and legal obligations are met across all interactions.
  10. 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.
  11. Participate in, and sometimes lead, special cross-functional projects as reasonably required of your role.
  12. Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring sessions to ensure the highest level of performance.

This role requires international travel and includes a 24/7 on-call rota, roughly 2 weeks per quarter (Level 2 on-call incident management coverage including nights, weekends, bank holidays).

Requirements
  • Prior professional experience with optimisation, processes, systematic organisation, program/project management.
  • Strong planning and organisational skills; data-driven decision mentality and sound business judgement through strong analytical thinking.
  • Results-focused, 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.
  • Strong experience of senior stakeholder management and working in a partnering environment.

  • IT Audit Director

    1 month ago

    London, Greater London, United Kingdom Director File Full time

    Job OverviewOur client's technology risk assurance team is seeking a Director to lead the strategic direction and delivery of their IT Audit requirements. The successful candidate will oversee the delivery of high-quality work and develop the team members working alongside them.This is an opportunity to further develop your career and be part of the national...

  • Audit Quality Improvement Director

    1 week ago

    London, Greater London, United Kingdom Quality Enterprises USA Full time

    Quality Enterprises USA is seeking a highly skilled Audit Quality Improvement Director to join our team in an exciting period of growth and expansion. As a key member of our audit quality function, you will play a vital role in enhancing the quality of our audits and supporting the development of high-impact action plans.The successful candidate will have...

  • IT Director for Risk Management and Audit Excellence

    2 weeks ago

    London, Greater London, United Kingdom Director File Full time

    Job OverviewWe are seeking an exceptional IT Director to lead our risk management and audit team, driving strategic direction and delivering high-quality work. As a key member of the national leadership team, you will oversee the delivery of complex projects and develop a talented team of professionals.Key ResponsibilitiesRisk Assessment and Planning:...

  • Operations Director

    6 days ago

    London, Greater London, United Kingdom Harmonic Operations™ | Certified B Corp Full time

    Harmonic Operations | Scaling Health & Wellness Technology BrandA rapidly growing Health and Wellness Technology Brand is seeking an experienced Operations Director to help scale their business.The company has achieved a recent turnover of £6m and plans to reach 8 figures next year, with a growth rate of 600% in just one year. They have received backing...

  • Operations Director for Quality Excellence

    2 weeks ago

    London, Greater London, United Kingdom GSK Full time

    Unlocking Opportunities in Quality ImprovementGSK, a global biopharma leader, is seeking an exceptional Operations Director for Quality Excellence to join our team. This pivotal role demands strategic vision, exceptional leadership skills, and a deep understanding of quality systems.About the Role:We are looking for a seasoned professional with expertise in...

  • Director of Operations and Digital Transformation

    4 weeks ago

    London, Greater London, United Kingdom IMPERIAL SOCIETY OF TEACHERS OF DANCE Full time

    Job Title: Director of Operations and Digital TransformationAbout the Role:The Imperial Society of Teachers of Dance (ISTD) is seeking a highly skilled Director of Operations and Digital Transformation to join our team. As a key member of our leadership team, you will be responsible for ensuring the effective operation of our resources, leading our Digital...

  • IT Strategic Assurance Lead

    3 weeks ago

    London, Greater London, United Kingdom Director File Full time

    Director of IT Risk Assurance Job DescriptionOur company's technology risk assurance team is growing, and we're seeking a Director to lead the strategic direction and delivery of their IT Audit requirements. As a key member of the national leadership team, you will oversee the delivery of high-quality work and develop the team members working alongside...

  • Executive Director, Quality Planning Operations

    1 week ago

    London, Greater London, United Kingdom MeetFrank Full time

    About the RoleWe are seeking a seasoned professional to lead our external quality planning operations. As Executive Director, Quality Planning Operations, you will be responsible for ensuring the quality and safety of our pharmaceutical products.The ideal candidate will have a strong background in quality assurance and a proven track record of leading...

  • Digital Operations Director

    1 month ago

    London, Greater London, United Kingdom Imperial Society of Teachers of Dancing Full time

    Job Title: Digital Operations DirectorJob Summary:The Imperial Society of Teachers of Dancing (ISTD) is seeking a part-time Digital Operations Director to lead the organization's digital transformation and operations. The successful candidate will be responsible for ensuring that ISTD's operating resource needs are met, project leading the Digital...

  • Talent Acquisition Strategist

    1 week ago

    London, Greater London, United Kingdom Director File Full time

    Director of TalentWe are seeking a highly skilled Director of Talent to lead our people and culture strategies.Location: Remote; London, UK. Remote work allowed.About the Role:Develop and implement people and culture strategies that drive business resultsLead and manage a high-performing team, fostering their growth and developmentCollaborate with...

  • Procurement Operations Director

    7 days ago

    London, Greater London, United Kingdom Chartered Institute of Procurement and Supply (CIPS) Full time

    Job Title: Procurement Operations DirectorOverview:As a key member of the Chartered Institute of Procurement and Supply (CIPS) team, we are seeking an experienced Procurement Operations Director to lead our procurement function through a period of transformation. With a focus on driving efficiency and best-in-class practices, this is an exciting opportunity...

  • Director of Quality Assurance

    4 weeks ago

    London, Greater London, United Kingdom Hunters Recruitment and Training Ltd Full time

    Quality Director (Crawley) Up to £110k total package (including car allowance and bonus) - £95k basic salaryA Quality Director is required for Hunters' prestigious healthcare-manufacturing client. The ideal candidate will have experience in a similar role and with experience growing a team. The Quality Director is a senior-level executive and is part of...

  • Operational Director

    1 week ago

    London, Greater London, United Kingdom First Clinical Ltd Full time

    Job Title: Operational DirectorFirst Clinical Ltd is seeking a highly skilled and experienced Operational Director to join their team in London. The ideal candidate will have a proven track record of delivering high-quality patient services and managing operational teams.About the RoleThe successful candidate will oversee the operational delivery of all...

  • Senior Quality Operations Director

    3 weeks ago

    London, Greater London, United Kingdom GlaxoSmithKline Full time

    The Senior Quality Operations Director is a pivotal role within Market Supply & Distribution Quality (MSDQ) that will oversee the GSK network quality incident management, including complaints, Local Incident Committee (LIC), Product Incident Review Committee (PIRC) and recalls.Key ResponsibilitiesLead and motivate teams and colleagues, prioritizing tasks...

  • London Market Operations Quality Control Lead

    1 week ago

    London, Greater London, United Kingdom Quality Enterprises USA Full time

    Data Quality and Controls ExpertWe are looking for a highly skilled Data Quality and Controls Expert to join our team at Quality Enterprises USA.In this role, you will be responsible for ensuring the highest standards of data quality and controls across our operations.You will work closely with cross-functional teams to design and implement operational...

  • Operations Director Facilitation Specialist

    1 week ago

    London, Greater London, United Kingdom City of London Corporation Full time

    We are looking for an experienced Operations Director Facilitation Specialist to join our Operations Directorate. This role provides the opportunity to champion change and drive innovation in Facilities Management.As a key member of the team, you will be responsible for providing oversight of Facilities Management in an area of fast-growing technological...

  • Chief People and Culture Officer

    1 week ago

    London, Greater London, United Kingdom Director File Full time

    About UsAt Director File, we are seeking a highly skilled and experienced professional to lead our human resources department. Our organization is committed to fostering a work environment that promotes business growth and employee engagement.Key ResponsibilitiesLead and manage a team of HR professionals to deliver high-quality services.Collaborate with...

  • Maintenance Operations Director

    2 weeks ago

    London, Greater London, United Kingdom Goldsmiths, University of London Full time

    About the RoleThe Maintenance Operations Director will lead and manage all maintenance operations, ensuring safety, sustainability, and operational efficiency. They will oversee teams, develop maintenance strategies, ensure regulatory compliance, manage budgets, and promote a culture of excellence while supporting the university's goals and ensuring...

  • Chief Operating Director

    1 week ago

    London, Greater London, United Kingdom Association of Academic Museums & Galleries. Full time

    Job Title: Chief Operating DirectorThe Association of Academic Museums & Galleries is seeking a highly skilled and experienced professional to serve as our new Chief Operating Director. This key leadership role will oversee the day-to-day operations of the organization, ensuring seamless execution of our strategic plan.The ideal candidate will possess a...

  • Audit Quality Review Senior Manager

    1 month ago

    London, Greater London, United Kingdom Quality Enterprises USA Full time

    Our client, Quality Enterprises USA, is seeking a Senior Manager to join its specialist audit quality review team. This team provides practical support to help audit teams consistently deliver high-quality audits.Key Responsibilities:Perform targeted reviews of audits at every stage, from planning to completion and reporting, to identify areas for...