Senior Manager, Customer Support, Deliveroo Operations

Job Description

You will own frontline operational performance across two closely linked parts of Deliveroo's customer support network: an in-house Global Escalations team of around 50 agents based across the UK and Georgia, and the outsourced network delivering support on our behalf through three BPO partners and three Shared Service Centres, circa 1,500 agents across multiple locations.

Key Responsibilities

• Own frontline operational performance delivered through the in-house Global Escalations team (UK and Georgia) and the outsourced network (3 BPOs, 3 Shared Service Centres, circa 1,500 agents), including the team leads and ops managers within those outsourced functions
• Lead and develop the Global Escalations team directly, managing our most sensitive and reputation-critical contacts with judgement, empathy, and rigorous root cause analysis
• Drive qualitative improvements to the customer experience, tracked through CSAT, while balancing cost metrics like AHT and refund costs
• Act as the voice of Support to Deliveroo market GMs, taking full accountability for the Support experience in your markets and representing their priorities back into the function
• Partner with Support & Operations cross-functional teams, including Workforce Management, Training, Quality, and Policy, to drive initiatives that improve the experience for customers, riders, and merchants

Requirements

• 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 embedded within partner organisations
• Experience leading escalations or complaint handling in a reputation-sensitive environment, with strong judgement and the ability to drive recovery from the most sensitive customer moments