# Care Operations Manager - French

**Company**: Deliveroo
**Location**: London
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/deliveroo/jobs/8206285?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_25980f82-c12

## Description

As a Care Operations Manager, you will oversee daily operations of a contact centre team based at a BPO, collaborating with departments to drive business success.

Responsibilities:

- Manage Care performance delivered to all sides of the marketplace through outsourced teams

- Work with multiple stakeholders to own and manage day-to-day performance of service queues for customers, partners, and riders across multiple channels

- Create business insights and targets to measure Care performance

- Lead projects and initiatives to transform performance across various KPIs (CSAT, Policy Adherence, AHT, QA)

- Identify and prioritise gaps with partners and internal stakeholders, owning performance improvement strategies where required

- Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders

- Manage outsourced partner(s) performance, identifying areas for improvement and delivering action plans

- Make Care a true differentiator at Deliveroo, ensuring best-in-class customer satisfaction

- Relentlessly drive change, surfacing issues and generating hypotheses

- Present weekly, monthly, and annual performance against Care action plans and objectives

- Participate in the 24/7 emergency on-call rota

Requirements:

- Fluent in French

- 2+ years of experience as an Operations Manager in a customer service environment

- Ability to prioritise effectively, leading multiple project workstreams concurrently and independently

- Detailed understanding of customer service metrics (CSAT, Policy Adherence, AHT) and drivers of performance

- Solid analytical background and ability to drive insights through data

- Excellent verbal and written communication skills

- Knowledgeable and comfortable working with CRM systems (e.g., Zendesk, Amazon Connect) and BI tools (e.g., Looker, Tableau, Power Bi)

- Takes personal accountability for quality and accuracy of work

- Action-oriented with experience leading performance improvement projects

Workplace & Benefits: At Deliveroo, we prioritise people's welfare, offering various benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances.

## Skills

### Required
- French
- Operations Management
- Customer Service
- Analytical Skills
- Communication Skills
- CRM Systems
- BI Tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/deliveroo/jobs/8206285?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)