Senior Manager, Customer Support, Deliveroo Operations

The role

You will own frontline operational performance for an in-house Global Escalations team and an outsourced support network of about 1,500 agents. You will lead the escalations team directly and drive customer experience improvements measured through CSAT while balancing AHT and refund costs.

What you will do

• Own frontline operational performance across the in-house Global Escalations team (UK and Georgia) and the outsourced network (3 BPOs, 3 Shared Service Centres)
• Lead and develop the Global Escalations team directly, managing the most sensitive and reputation-critical contacts
• Drive qualitative improvements to the customer experience, tracked through CSAT, while balancing AHT and refund costs
• Act as the voice of Support to Deliveroo market General Managers and take accountability for the Support experience in your markets
• Partner with Workforce Management, Training, Quality, Policy, Product and Technology on initiatives for customers, riders and merchants
• Design performance frameworks holding BPO and SSC team leads and ops managers accountable for quality, SLA adherence and CSAT
• Standardise processes across outsourced partners where it drives consistency
• Diagnose and reduce attrition and quality issues across the outsourced network
• Represent the function at Weekly Business Reviews and senior forums
• Set OKRs for contact centre Support across Deliveroo markets and grow the managers and leaders in your network

Required qualifications

• Extensive contact centre, BPO, or shared service centre leadership experience in a fast-paced, consumer-facing environment
• Proven experience managing outsourced or vendor relationships at scale, including the team lead and ops manager layer
• Experience leading escalations or complaint handling in a reputation-sensitive environment
• Track record of bringing consistency and governance across multiple outsourced partners
• Experience diagnosing and reducing attrition while improving quality in a large multi-site support operation
• Data-driven approach to balancing CSAT against cost metrics such as AHT and refund rate
• Experience representing a support or operations function to senior commercial stakeholders
• Experience partnering with cross-functional teams such as Workforce Management, Training, Quality and Policy
• Exceptional stakeholder management and communication skills
• Strong analytical ability
• Strong people leadership skills
• Demonstrated ability to operate at a 'leads leaders' level per DoorDash's Team Management framework

Before you apply

• The posting describes a recruitment scam warning: the company will never ask you to pay money or share sensitive financial information during hiring

About the company

Wolt, part of DoorDash since 2022, operates in over 500 cities in 30 countries and builds technology for delivery of food and other goods. Deliveroo is described as a technology-driven company in the global commerce industry.