Senior Manager, Customer Support, Deliveroo Operations

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About This Role

Deliveroo operates as a technology-driven company that connects consumers, restaurants, shops, and riders. Following its integration with DoorDash, the organization is looking for a Senior Manager, Customer Support, Deliveroo Operations to work in London. This position suits an experienced operational leader capable of directing frontline performance across both internal teams and external partners. The person in this role will oversee an in-house Global Escalations team of approximately 50 agents located…

Job Description

Responsibilities

• Manage frontline operational performance for the in-house Global Escalations team and the outsourced network of BPOs and Shared Service Centres
• Lead and mentor the Global Escalations unit to resolve sensitive, high-risk customer contacts with empathy and root cause analysis
• Drive qualitative improvements in customer experience measured by CSAT while managing operational cost metrics such as AHT and refund rates
• Act as the primary support voice to market General Managers and represent regional priorities within the function
• Collaborate with Workforce Management, Training, Quality, and Policy teams to enhance experiences for customers, riders, and merchants
• Design and execute performance frameworks holding vendor team leads and operations managers accountable for quality and service level agreements
• Standardize operational playbooks and processes across partner sites while accommodating local differences
• Address and reduce attrition and quality concerns across the outsourced network through engagement and workforce planning initiatives
• Partner with Product and Technology teams to shape tool roadmaps, system efficiencies, and automation strategies
• Represent the function at Weekly Business Reviews and senior executive forums
• Participate in the 24/7 leadership team on-call rotation
• Develop functional strategy and establish OKRs for contact centre support across markets

Requirements

• Extensive contact centre, BPO, or shared service centre leadership experience in a fast-paced, consumer-facing setting
• Demonstrated experience managing outsourced or vendor relationships at scale, including embedded team leads and operations managers
• Background in leading escalations or complaint handling within reputation-sensitive environments
• Proven track record of establishing consistency and governance across multiple outsourced partners
• Experience diagnosing and reducing staff attrition while elevating quality in multi-site operations
• Data-driven capability to balance customer satisfaction against cost metrics without compromising either
• Experience representing support or operations functions to senior commercial stakeholders like General Managers
• Demonstrated capability in collaborating with cross-functional groups including Workforce Management, Training, Quality, and Policy
• Strong analytical skills with the ability to translate contact driver, escalation, and sentiment data into operational actions
• People leadership experience building and developing dispersed in-house teams and driving performance through partner leadership
• Willingness to be hands-on in a fast-moving, multi-geography environment
• Strategic mindset with experience executing operational plans across multiple markets and vendors

Core Skills

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