Marketplace Support Process Manager

As the Marketplace Support Process Manager at Deliveroo, you will be responsible for leading a team of process analysts, designing and implementing process improvements, and managing relationships with cross-functional teams. Your role will involve streamlining operations, enhancing customer and agent experience across our marketplace, and creating key process documentation that aligns with Deliveroo's strategic goals.

To apply for the Marketplace Support Process Manager position at Deliveroo, candidates should have experience in process design and management, ideally within a contact center environment. A solid understanding of process improvement methodologies like Lean or Six Sigma, along with people management skills are also required. Additional language proficiency, particularly in English plus a second language like Italian or French, will be advantageous.

Deliveroo prioritizes the welfare of its employees, including Marketplace Support Process Managers, by offering a range of benefits such as healthcare, parental leave, and generous annual leave allowances. The company also focuses on diversity and inclusion, ensuring that employees can thrive in their roles while feeling supported in their unique identities.

Upon joining as a Marketplace Support Process Manager at Deliveroo, you will undergo a comprehensive training process designed to familiarize you with our processes and tools. You will receive mentorship from seasoned leaders, as well as the opportunity to engage with team members across various departments to understand operational intricacies and develop tailored improvement strategies.

Yes, there are ample opportunities for career advancement as a Marketplace Support Process Manager at Deliveroo. The company fosters a culture that encourages personal development and innovation, allowing you to take on new responsibilities and lead initiatives that can propel your career forward within a rapidly growing industry.

When prioritizing projects as a Marketplace Support Process Manager, I typically assess the impact on customer experience, operational efficiency, and alignment with strategic goals. I use data insights to identify bottlenecks and prioritize initiatives that deliver the most value, often collaborating with team members for diverse perspectives.

In my previous roles, I have extensively used process improvement methodologies such as Lean and Six Sigma. I implemented various process mapping techniques and led initiatives aimed at eliminating waste while maximizing efficiency, which resulted in significant operational improvements.

When facing resistance to change within my team, I believe in open communication and involving team members in the change process. By encouraging feedback, demonstrating the benefits of new processes, and providing necessary training, I create a supportive environment where team members feel valued and understood.

Key metrics for evaluating process improvements include customer satisfaction scores, response times, and operational costs. I also look at first contact resolution rates to ensure we are not only improving processes but also enhancing customer and agent experiences.

To ensure compliance with established processes, I conduct regular audits and assessments, provide ongoing training and support to my team, and develop clear guidelines. Ensuring that everyone understands the importance of compliance in delivering quality service is critical to maintaining high standards.

In a previous role, I led a process improvement initiative that streamlined our incident resolution protocol. By revising our standard operating procedures and incorporating automation tools, we reduced resolution times by 35%, which significantly boosted both customer satisfaction and agent productivity.

I focus on building strong relationships and understanding the objectives of each team. Regular communication, setting shared goals, and establishing clear roles in initiatives ensures we all work together effectively to achieve optimal results.

My leadership style is collaborative and supportive. I believe in empowering my team by facilitating their professional growth while maintaining accountability. I regularly solicit feedback to adapt my approach and ensure we remain aligned in achieving our objectives.

To prepare for my on-call incident management responsibilities, I familiarize myself with all processes and resources that may be needed during incidents. I also maintain a clear communication channel with my team to ensure everyone understands their roles and responsibilities during an incident.

I am motivated by the opportunity to improve customer experiences and solve complex operational challenges. The prospect of driving change, leading a dedicated team, and contributing to the overall success of Deliveroo truly inspires me to excel in this role.