Senior Manager, Customer Support, Deliveroo Operations

About the Role / About the Job
The company is now part of another leading firm, combining teams to create a global platform with greater reach and ambition. In this role, you will own the frontline operational performance across two key components of the company's customer support network: an in-house Global Escalations team of approximately 50 agents based in the UK and Georgia, and an outsourced network comprising three BPO partners and three Shared Service Centres, with around 1,500 agents across various locations. You will be responsible for managing critical customer interactions and leading a recovery-focused centre specialized in high-risk and high-impact contacts, while ensuring exemplary service and ongoing improvement through root cause analysis.
Your mission will be to drive qualitative enhancements to the customer experience, balancing key operational metrics, while serving as the pivotal voice of Support to the market General Managers, guiding cross-functional Support and Operations teams, and ensuring the best-in-class service across every market.

What You'll Be Doing

• 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 team leads and ops managers.
• Lead and develop the Global Escalations team directly, managing reputation-critical contacts with judgement, empathy, and rigorous root cause analysis.
• Drive qualitative improvements to the customer experience, measured through CSAT, while balancing costs, including average handling time (AHT) and refund costs.
• Act as the voice of Support to the company's market General Managers, representing their priorities and taking accountability for the Support experience.
• Partner with cross-functional Support & Operations teams to initiate improvements that positively impact customers, riders, and merchants.
• Design and oversee performance frameworks for BPO and SSC team leads and ops managers, fostering a culture of partnership and accountability.
• Standardise processes across outsourced partners to ensure consistency while respecting local differences.
• Diagnose attrition and quality issues across the outsourced network, collaborating with leadership on improvements needed for retention and engagement.
• Collaborate with Product and Technology to enhance customer support systems and explore opportunities for efficiency and automation.
• Build and maintain strong relationships with HR, Legal, and Policy stakeholders to ensure service delivery aligns with business priorities.
• Utilize data analysis of contact drivers, escalation themes, and customer sentiment to inform improvements across both teams.
• Represent the function at Weekly Business Reviews and senior forums, providing oversight of performance and risk management.
• Participate in the 24/7 Leadership Team on-call rota.
• Shape functional strategy and set OKRs for contact centre Support across markets, guiding the evolution from team management to leadership development.
• Mentor and develop managers and leaders within your network, building a strong pipeline of people leaders.

Skills & Experience You'll Need

• Extensive leadership experience in contact centre, BPO, or shared service environments in fast-paced, consumer-facing settings.
• Proven expertise in managing large-scale outsourced relationships, inclusive of on-site team leads and ops managers.
• Experience handling escalations or complaints with sensitivity, employing sound judgement to recover from critical customer interactions.
• Track record of ensuring consistency and governance across multiple outsourcing partners while acknowledging local nuances.
• Expertise in diagnosing and reducing attrition while enhancing quality in high-volume, multi-site operations.
• Data-driven approach to balancing customer experience metrics (CSAT) with cost metrics (AHT, refund rates).
• Experience engaging with senior commercial stakeholders, taking accountability for customer support experiences.
• Partnering experience with cross-functional teams like Workforce Management, Training, and Policy to drive improvements.
• Exceptional stakeholder management and communication skills; adept at influencing senior leaders.
• Strong analytical abilities, skilled in translating data into actionable strategies.
• People leadership capability with a focus on remote team development and performance management.
• A self-starter mindset, adaptable to fast-moving, multi-geographical settings.
• Strategic mindset with a history of shaping operational strategies across various markets.
• Deep understanding of customer service design, vendor management, and process optimization.
• Proven results in high-volume, complex environments with multiple priorities.
• Collaborative experience with Product and Technology teams to enhance systems and automation.
• Commitment to continuous improvement, customer advocacy, and operational excellence.
• Demonstrated ability to lead at a ‘leads leaders’ level, producing strong teams and outcomes.

Diversity, Equity and Inclusion
We are committed to fostering a diverse and inclusive environment where all individuals can thrive. The company believes in equality of opportunity and welcomes applications from candidates of all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.
If accommodations are needed to support individuals with disabilities or long-term health conditions during the application process, candidates will have the opportunity to request these adjustments to ensure a fair experience.