Operations Performance

**Why Deliveroo** Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, and looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas. **About the role** At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. In this role you'll be finding solutions to some of our biggest challenges to deliver a seamless customer experience in the French market, thus directly contributing to one of the key pillars of Deliveroo's strategy. We are looking for a **critical thinker** and **future leader** who is able to monitor service levels (investigating trends, tracking vs plan), and structure and lead cross-functional initiatives to reduce bad customer outcomes (eg. late orders, missing items,etc.). You will be instrumental in identifying service level improvement opportunities and driving change within the company by managing senior stakeholders across the organisation. **This is a fixed-term 6 months contract.** You will be working in a dynamic team with cross-functional exposure and will report to the Head of Operations Performance and Strategy for the French market. Key responsibilities include: - **Strategy & Planning**: own the process to define market service level ambitions, forecast financial impact and plan initiatives to systematically address bad outcomes - **Service quality & performance**: perform analysis and derive insights into root causes of bad customer outcomes; report on service performance updates and initiatives progress to senior management - **Deliver initiatives**: identify areas of improvement across the three pillars of the marketplace (restaurants, riders, customers), and partner with local & global functional stakeholders to lead impactful initiatives driving change **Qualities we're looking for** - **Analytical and impact oriented mindset**:"doer" attitude with appetite to solve real-world problems and seeking for short term & long term impact - **Insightful, proactive and engaged**: capable of both getting "the big picture", understanding interdependencies and implications of topics with other parts of the business, as well as deep diving in detailed dynamics at play behind a trend/an anecdote. Proactively collaborates with colleagues across functions and taps into stakeholders' business knowledge to understand trends, and spot opportunities for customer experience improvement **Your profile** - 2-4 years of experience working in a high-paced and project-based organisation, for example at a tech startup or in management consultancy **Strong experience in quantitative and qualitative analytics (excel modelling, database crunching, interviews) and excellent mastery of Google Suite/Microsoft Office. Knowledge of SQL is a plus** - Prioritises effectively between tasks, favours 80/20 approaches and can manage multiple projects concurrently - Track record in autonomously structuring, coordinating and executing projects - Excellent (oral / written) communication in both English and French. Track record in presenting to a senior audience and influencing decision making - Strong stakeholder management skills and thrives in a collaborative environment **What to Expect in the Interview Process** We aim to create a fair process that lets your skills shine Learn more about our engineering interviews and how to prepare for each step here. **Workplace & Benefits** At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, hybrid remote work, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information. **Diversity** We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgment when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. Deliveroo France was scored 99/100 on the Gender Equality Index 2023, demonstrating our commitment to diversity and equal opportunities. All you need is a passion for food and a desire to be part of one of the fastest growing companies in an exciting space.