3 months ago

Care Operations Manager - French

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead and optimize the daily operations of Deliveroo's Care contact centre, coordinating with outsourced partners and internal teams to improve CSAT, AHT, and policy adherence. Analyze operational data, drive performance improvements, and present updates to executives. Hybrid London role requiring French-speaking manager with 2+ years experience, overseeing KPIs and on-call rotation.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Oversee the daily operations of one care contact centre team, including outsourced partners
•Collaborate with global and local stakeholders to manage day-to-day performance of service queues across multiple channels
•Create business insights and targets to measure care performance
•Lead projects to transform performance across KPIs (CSAT, Policy Adherence, AHT, QA) and drive improvement strategies
•Present weekly, monthly and annual performance updates to executives and stakeholders

Pay and Benefits

Perks:Health InsuranceWell-beingParental LeaveAnnual Leave

Key Requirements

•Fluent in French
•2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house)
•Can prioritise effectively - leading on multiple project workstreams concurrently and independently
•Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
•Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH)

Experience:2+ yearsCustomer serviceOutsourcingBPOOperational analytics

Skills:CommunicationLeadershipAnalyticalStakeholder managementProblem-solving

Languages:French

Tech Stack:ZendeskAmazon ConnectLookerTableauPower BIExcel

Company Brief

Deliveroo

Deliveroo is a multinational online food and grocery delivery marketplace connecting consumers, restaurants, retailers and riders via its app and platform, operating across multiple countries with fast local delivery and logistics services.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Unicorn (USD 1B+)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 2013

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Deliveroo

3 months ago

Care Operations Manager - French

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Oversee the daily operations of one care contact centre team, including outsourced partners
•Collaborate with global and local stakeholders to manage day-to-day performance of service queues across multiple channels
•Create business insights and targets to measure care performance
•Lead projects to transform performance across KPIs (CSAT, Policy Adherence, AHT, QA) and drive improvement strategies
•Present weekly, monthly and annual performance updates to executives and stakeholders

Pay and Benefits

Perks:Health InsuranceWell-beingParental LeaveAnnual Leave

Key Requirements

•Fluent in French
•2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house)
•Can prioritise effectively - leading on multiple project workstreams concurrently and independently
•Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics
•Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH)

Experience:2+ yearsCustomer serviceOutsourcingBPOOperational analytics

Skills:CommunicationLeadershipAnalyticalStakeholder managementProblem-solving

Languages:French

Tech Stack:ZendeskAmazon ConnectLookerTableauPower BIExcel

Company Brief

Deliveroo

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Unicorn (USD 1B+)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 2013

Glassdoor: 3.4

Website LinkedIn Glassdoor