Canopy
Deliveroo (HK)

Deliveroo (HK)- Head of Customer Care Operations

Mid Level
Hong Kong
Head of Customer Care Operations
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About Us

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour.  Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city.  Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.

And we’re still just getting started...

Who we're looking for

Manage the Customer Care Operations for Hong Kong, including cross functional communication with multiple internal and external stakeholders.

What you will be doing
  • Own Customer Care operational performance and service levels.
  • Be a key strategic voice in helping grow Deliveroo in the respective market.
  • Support the performance of our local outsourced partner(s), identify areas for improvement and put in place plans to achieve identified opportunities.
  • Manage operational escalations from local outsourced partner(s) to appropriate Deliveroo team, and ensure all issues are fixed as quickly as possible.
  • Lead the design and execution of sourcing strategy for new outsourced vendor(s) (e.g. change in target operating model, identification of new local outsourced partners, management of the RFP, contract renegotiation, participation in the selection process, etc.).
  • Surface pain-points and broken processes. Diagnose areas of optimization and demonstrate hypothesis driven problem solving abilities.
  • Develop strategies to improve customer service experience and satisfaction, create engaged customers and facilitate organic growth.
  • Drive transformational changes in our processes to build on consumer love for the Deliveroo brand.
Who you are
  • At least 5 years experience in a senior contact centre management role working in/with BPOs.
  • Leading by example with experience empowering a team to execute under pressure and tight deadlines.
  • Prior professional experience with optimisation, processes, systematic organisation, program/project management.
  • High Emotional IQ to expertly manage leadership and key stakeholder relationships with vendor(s) and in-country leaders.
  • Strong planning and organisational skills; attention to detail.
  • Data-driven decision mentality and sound business judgment through strong analytical thinking.

Preferred, but not required:

  • A qualification/certification in any of the following would be highly regarded: COPC, Agile or similar.
How inclusive are we

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.

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 judgement 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. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up’s around.

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