Process Manager, Marketplace Support
Deliveroo
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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About the role
- Designing and implementing best-in-class process improvement initiatives, ensuring that they align with Deliveroo’s strategic goals and objectives.
- Collaborate with cross-functional teams to analyse existing processes, identify bottlenecks, and implement effective solutions to streamline operations and improve efficiency.
- Develop and maintain process documentation, including standard operating procedures (SOPs), process maps, and guidelines, to enhance the overall experience for our marketplace support agents, consumers, riders, and restaurants.
- Lead analysis and investigations into key metrics, leveraging data-driven insights to identify opportunities for improvement and automation, and prioritise initiatives effectively.
- Provide guidance and support to teams in implementing process changes, ensuring smooth transition and adoption, and conduct regular audits and assessments to ensure compliance with established processes.
Requirements
- Experience in designing, managing and mapping processes, preferably within a contact centre environment.
- Solid understanding of process improvement methodologies such as Lean, Six Sigma, or Agile, with Business Process Manager certifications desirable.
- Strong project management skills and attention to detail is essential.
- Strong analytical, written and verbal communication skills, to clearly present ideas, theories, and projects to senior management, operational teams and external vendors.
- Proven experience of working cross-functionally on a global scale or in a complex, fast paced environment.
- General understanding of risk and compliance management is preferred.
- Working proficiency in a second language is desirable.
- Be part of a 24/7 on-call rota, roughly 2 days per month
Benefits
- benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process improvementprocess mappingLeanSix SigmaAgileproject managementdata analysisprocess documentationstandard operating proceduresautomation
Soft Skills
attention to detailanalytical skillswritten communicationverbal communicationcollaborationguidancesupportproblem-solvingadaptabilitycross-functional teamwork
Certifications
Business Process Manager certification