Senior Operations Associate, Rider Onboarding

3 weeks ago

London, United Kingdom Deliveroo Full time

Our mission is to transform the way you shop and eat, bringing the neighborhood to your door by connecting consumers, restaurants, shops, and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, as they want it.

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, and looking to answer some of the most interesting questions out there. We move fast, value autonomy and responsibility, and we are always looking for new ideas.

Senior Operations Associate Onboarding & Compliance

Reporting to the Global Operations Manager, you’re an important part of the team that optimises our onboarding funnels to ensure we meet our rider supply target for our global markets while ensuring a compliant and smooth experience for our applicants. 

We want to offer the best rider support in the industry. Embedded within the operations processes of Deliveroo, Rider Onboarding, and Compliance is central to our continued success through their impact on rider retention and rider satisfaction.

Work full time in London Office, Monday - Friday, hybrid working policy 3 days in the office and 2 days at home.

Be part of a 24/7 on-call rota, on-call roughly 2 weeks per quarter

Responsibilities

You will help build large-scale global projects related to rider onboarding and compliance pipelines and process standardisation.

As part of the Rider Services Centre, you will work with the Delivery Operations team and local markets on projects, focused on execution excellence, process improvements, and new compliance initiatives.

Use analytics to identify areas for improvement and oversee data-driven solutions to increase conversion and velocity at which our applicants become riders.

You will be an important touch point for our vendors: improving how we communicate, managing weekly planning, and ensuring targets are met.

Analyse root causes of operational malfunctions and provide solutions.

Daily involvement in our Rider Supply and Rider Compliance team processes.

Liaise with our partners, developing ways to communicate data in a clear and efficient format

Be the Rider advocate - our focus is not only on internal goals but on being the voice of the riders to give them the best possible experience with Deliveroo

Have a measurable impact on important metrics in Rider Operations: Compliance process adherence & Improve quality score 

Core competencies 

Enthusiastic, able to remove barriers & bottlenecks

Curious, thoughtful, and happy to question the status quo. Keep pushing for further improvements

Know how to prioritise - the ability to determine what needs immediate attention and is of the highest value, while keeping partners informed

Able to explain complex processes to a range of partners in a way that can paint a clear picture, helps us solve a problem, get executive support, or train new team members

Benefits

25 days holiday, paid bank holidays, pension, life, health & dental insurance 

Deliveroo Plus subscription, benefits including discounted gym subscription, wellbeing

Employee assistance program, Cycle-to-work scheme

Company-paid team meals and nights out

Online learning courses

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible.

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

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer many great 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 judgment 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.

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