Deliveroo

3 days 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: 15 hours agoStatus: Live

Job Summary

Oversee daily operations for a contact centre Care team and drive performance across multiple service queues and channels for customers, partners, and riders. Own operational data analysis to create insights, targets, and performance improvement strategies across KPIs such as CSAT, Policy Adherence, AHT, and QA. Lead performance deep-dives with executives, manage outsourced partner performance, and participate in a 24/7 emergency on-call rota.

Location: Manchester

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Oversee daily operations of a contact centre Care team based at BPOs
•Manage day-to-day performance of service queues across multiple channels for customers, partners, and riders
•Create business insights and targets to measure Care performance
•Lead initiatives to transform performance across KPIs such as CSAT, Policy Adherence, AHT, and QA
•Manage outsourced partner performance and implement action plans to achieve targets and deliver best customer experience

Pay and Benefits

Perks:Health InsuranceParental LeavePensionsAnnual Leave

Key Requirements

•Fluent in French
•2+ years’ experience as an Ops Manager (or equivalent) in a customer service environment (BPO or in-house)
•Detailed understanding of customer service metrics such as CSAT, Policy Adherence, and AHT and their performance drivers
•Solid analytical background to drive insights through data (e.g., Excel pivot tables, INDEX MATCH)
•Comfort working with CRM systems (e.g., Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, or Power BI

Experience:2+ yearsBPOCustomer service

Skills:Verbal communicationWritten communicationPrioritisationAnalytical thinkingStakeholder management

Languages:French

Tech Stack:ExcelINDEX MATCHZendeskAmazon ConnectLookerTableauPower BiCRM

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 days 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: 15 hours agoStatus: Live

Job Summary

Location: Manchester

Workplace: Hybrid

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Oversee daily operations of a contact centre Care team based at BPOs
•Manage day-to-day performance of service queues across multiple channels for customers, partners, and riders
•Create business insights and targets to measure Care performance
•Lead initiatives to transform performance across KPIs such as CSAT, Policy Adherence, AHT, and QA
•Manage outsourced partner performance and implement action plans to achieve targets and deliver best customer experience

Pay and Benefits

Perks:Health InsuranceParental LeavePensionsAnnual Leave

Key Requirements

•Fluent in French
•2+ years’ experience as an Ops Manager (or equivalent) in a customer service environment (BPO or in-house)
•Detailed understanding of customer service metrics such as CSAT, Policy Adherence, and AHT and their performance drivers
•Solid analytical background to drive insights through data (e.g., Excel pivot tables, INDEX MATCH)
•Comfort working with CRM systems (e.g., Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, or Power BI

Experience:2+ yearsBPOCustomer service

Skills:Verbal communicationWritten communicationPrioritisationAnalytical thinkingStakeholder management

Languages:French

Tech Stack:ExcelINDEX MATCHZendeskAmazon ConnectLookerTableauPower BiCRM

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