About the Job: The TeamCare at Deliveroo supports customers from all sides of the marketplace, focusing on enhancing customer experience while delivering efficiencies in frontline operations. In this role, you will be engaged in three key areas: 1. Managing channel, queue, and agent performance across teams servicing partners in the UAE, Qatar, and Kuwait. 2. Identifying trends in performance and conducting root cause analyses to improve agent productivity, quality, and partner experience. 3. Helping define new metrics, targets, and best practices to drive enhancements in customer experience.
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What You’ll Be Doing: - Managing performance of support queues across partner onboarding and lifecycle support for ME-based partners. - Identifying performance gaps for vendor partners and driving continuous improvement strategies. - Implementing best-in-class customer experience practices to differentiate Partner Operations at Deliveroo. - Leading updates for the leadership team on specific issues, including performance gaps and regional business reviews. - Defining targets, KPIs, and goals for the team and prioritizing your own objectives.
Requirements: - 4+ years of experience as a Vendor Operations Performance Manager in a dynamic company; experience managing both internal and external teams is advantageous. - Detail and action-oriented with a track record of leading performance improvement projects. - Comfortable presenting updates and collaborating with senior stakeholders. - Knowledge of CRM systems (e.g., Salesforce) and experience in report creation. - Strong analytical skills, including proficiency in Google Sheets (pivot tables and INDEX MATCH); SQL skills are desirable but not required. - Personal accountability for quality and accuracy in work.
Why Deliveroo? Deliveroo is striving to be the definitive food company, revolutionizing how people think about food. As a technology-driven company, we're at the forefront of a rapidly expanding industry, offering a unique opportunity to be a part of our journey.
Benefits and Diversity: At Deliveroo, we prioritize the welfare of our employees and offer a comprehensive range of competitive benefits. We value diversity and create an inclusive workplace, welcoming individuals from all backgrounds. All you need is a passion for food and a drive to join one of the fastest-growing startups in the industry.
Location: Dubai, Dubai, United Arab Emirates Work Conditions: On-site, Full-time
