Hybrid opportunity at
DeliverooCare Operations Manager - French
Deliveroo, which is now part of DoorDash, is hiring a Care Operations Manager - French. In this hybrid position based in London, the person in this…
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About This Role
Deliveroo, which is now part of DoorDash, is hiring a Care Operations Manager - French. In this hybrid position based in London, the person in this role will supervise daily contact center operations handled by BPO partners and collaborate across departments to support business goals. The ideal candidate will analyze performance data, identify operational gaps, and execute improvement strategies. Deliveroo operates as a technology company that connects consumers, restaurants, shops,…
Job Description
Deliveroo, which is now part of DoorDash, is hiring a Care Operations Manager - French. In this hybrid position based in London, the person in this role will supervise daily contact center operations handled by BPO partners and collaborate across departments to support business goals. The ideal candidate will analyze performance data, identify operational gaps, and execute improvement strategies.
Deliveroo operates as a technology company that connects consumers, restaurants, shops, and riders to provide convenient access to food and local goods. The organization values speed, autonomy, and ownership.
This position requires a minimum of three days in the office each week. Responsibilities include managing service queues across multiple channels, driving performance transformations across key metrics, and joining an emergency on-call rotation. Candidates must be fluent in French and have relevant operational management background.
Responsibilities
- Manage day-to-day performance of service queues for customers, partners, and riders across multiple channels
- Supervise outsourced partner performance to ensure target achievement and strong customer experience
- Analyze operational data and create business insights and targets to measure Care performance
- Lead initiatives and projects to improve performance across key metrics such as CSAT, Policy Adherence, AHT, and QA
- Identify and prioritize operational gaps with internal and external stakeholders
- Present weekly, monthly, and annual performance updates to executives and leadership
- Participate in a 24/7 emergency on-call rotation approximately one week every quarter
Requirements
- Fluent in French
- At least two years of experience as an Operations Manager or in an equivalent customer service environment
- Ability to prioritize and handle multiple project workstreams independently
- Strong understanding of customer service metrics including CSAT, Policy Adherence, and AHT
- Solid analytical skills with the ability to generate insights using Excel pivot tables and formulas
- Experience using CRM platforms such as Zendesk or Amazon Connect and BI tools like Looker, Tableau, or Power BI
- Demonstrated experience leading performance improvement initiatives and turnaround plans
Core Skills
Benefits
- Healthcare coverage
- Well-being support
- Parental leave
- Pension plans
- Generous annual leave allowances, including time off for charitable causes
Frequently Asked Questions
What is the location and remote work policy for this role?
The position is based in London with a hybrid working arrangement that requires a minimum of three days in the office each week.
What language skills are required for the position?
Candidates must be fluent in French.
Does the job posting state the salary?
No, the job posting does not specify the salary.
Is there an on-call requirement for this job?
Yes, the role participates in a 24/7 emergency on-call rotation which amounts to about one week every quarter.
Sample Interview Questions
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