Marketplace Support Process Manager

DELIVEROO; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the food delivery industry is seeking a Marketplace Support Process Manager to enhance customer and agent experiences. The role involves managing a team, implementing process improvements, and ensuring compliance while collaborating with cross-functional teams. This hybrid position is based in London and requires strong communication skills and experience in process management.

Qualifications

• Experience in designing and managing processes in a contact center environment.
• Knowledge of Lean, Six Sigma, or Agile methodologies.

Responsibilities

• Manage process analysts to enhance customer and agent experiences.
• Collaborate with teams to identify bottlenecks and implement solutions.
• Create and update SOPs and process maps.

Skills

Process Improvement

Communication

Team Management

Stakeholder Engagement

Education

Business Process Manager Certification

Job description

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About the team:

The Marketplace Support and Service Excellence Team (Support and Service) centrally manages our global customer care operations, including the Workforce Planning, Performance and Strategy Team, the Care Excellence Team, and Care Operations. This encompasses live support for consumers, riders, and restaurants, as well as technical, logistical, and non-live support. With a company as large as Deliveroo, we operate customer care centres worldwide to support various markets and languages. Our mission is to deliver an excellent customer experience across the three-sided marketplace (customers, restaurants, and riders), in partnership with our vendors, while ensuring efficiency and continuous improvement. Our team is guided by three principles: Fix it Fast, Keep it Simple, and Be the Best.

About the role:

As the Marketplace Support Process Manager, you will lead a team of process analysts to enhance customer and agent experiences across our marketplace. Collaborating with Operations, Product, and Service Excellence teams, you will identify, develop, and implement process improvements, and address issues at scale. Our goal is to improve experiences while safeguarding our reputation and minimizing financial and regulatory risks.

Work Arrangement: Hybrid Role - London HQ Based (3 days per week)

What you’ll be doing:

• Manage and support process analysts to design and execute process improvements aligned with Deliveroo’s strategic goals.
• Collaborate with cross-functional teams to analyze processes, identify bottlenecks, and implement solutions to streamline operations.
• Create and update SOPs, process maps, and guidelines to enhance support for agents, consumers, riders, and restaurants.
• Utilize data insights to identify improvement and automation opportunities, and prioritize initiatives.
• Guide teams through process changes, ensuring smooth adoption, and conduct audits to ensure compliance.

Requirements:

• Experience in designing, managing, and mapping processes, ideally in a contact center environment.
• Knowledge of process improvement methodologies like Lean, Six Sigma, or Agile; Business Process Manager certifications are a plus.
• High emotional intelligence for team management and stakeholder engagement, including vendors and in-country leaders.
• Ability to prioritize and manage multiple projects independently.
• Strong communication skills to present ideas clearly to senior management and non-technical audiences.
• Understanding of risk and compliance management is preferred.
• Proficiency in a second language (English + Italian or French) is desirable.
• Availability for a 24/7 on-call rota (~2 weeks per quarter), including nights, weekends, and holidays.
• Willingness to travel internationally.