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Operations Performance & Strategy Manager - Service (France)

Zmluva na dobu neurčitú
Paris
Plat: Neuvedené
Žiadna práca na diaľku

Deliveroo
Deliveroo

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Popis pracovnej ponuky

At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. In this role you’ll be finding solutions to some of our biggest challenges to deliver a seamless customer experience in the French market, thus directly contributing to one of the key pillars of Deliveroo’s strategy.

We are looking for a critical thinker and future leader who is able to monitor service levels (investigating trends, tracking vs plan), and structure and lead cross-functional initiatives to reduce bad customer outcomes (eg. late orders, missing items, orders not received…etc). You will be instrumental in identifying service level improvement opportunities and driving change within the company by managing senior stakeholders across the organisation.

You will be working in a dynamic team with cross-functional exposure and will report to the Head of Operations Performance and Strategy for the French market. Key responsibilities include:

  1. Strategy & Planning: own the process to define market service level ambitions, forecast financial impact and plan initiatives to systematically address bad outcomes
  2. Service quality & performance: perform analysis and derive insights into root causes of bad customer outcomes; report on service performance updates and initiatives progress to senior management
  3. Deliver initiatives: identify areas of improvement across the three pillars of the marketplace (restaurants, riders, customers), and partner with local & global functional stakeholders to lead impactful initiatives driving change.

Qualities we’re looking for:

  1. Analytical and impact oriented mindset: “doer” attitude with appetite to solve real-world problems and seeking for short term impact (through eg. test and learn approach)
  2. Good communicator with strong stakeholder management skills: become a subject matter expert and trusted advisor through exceptional communication and stakeholder management skills. Ability to write synthetic documents and influence a senior audience
  3. Insightful, proactive and engaged: capable of both getting “the big picture” (understanding interdependencies and implications of topics with other parts of the business) and deep diving in detailed dynamics at play behind a trend/an anecdote. Proactively collaborates with colleagues across functions and taps into stakeholders’ business knowledge to understand trends, and spot opportunities for customer experience improvement

Profile

  • 2-4 years of experience working in a high-paced and project-based organisation, for example at a tech startup or in management consultancy
  • Prioritises effectively between tasks, favours 80/20 approaches and can manage multiple projects concurrently
  • Strong experience in quantitative and qualitative analytics (excel modelling, database crunching, interviews) and excellent mastery of Google Suite/Microsoft Office. Knowledge of SQL is a plus
  • Track record in autonomously structuring, coordinating and executing projects
  • Excellent (oral / written) communication in both English and French. Track record in presenting to a senior audience and influencing decision making
  • Has strong stakeholder management skills and thrives in a collaborative environment.

#IFR

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