Summary: The Strategy Manager for Service Excellence at Deliveroo will lead initiatives aimed at enhancing customer experience and operational efficiency within a fast-paced environment. This role involves problem-solving complex issues related to customer orders, compensation policies, and fraud prevention while collaborating with various teams across the organization. The manager will also be responsible for creating business proposals, managing risks, and ensuring compliance with legal standards. This position is a fixed-term contract for 10 months, emphasizing strategic and tactical project leadership.

Key Responsibilities:

• Problem solving in complex scenarios balancing customer experience, cost, and legal risks.
• Leading tactical projects and long-term strategic initiatives to meet departmental goals.
• Identifying opportunities to reduce costs and ensuring governance for success metrics.
• Creating business case proposals for additional investment in specific areas.
• Partnering with legal and commercial teams for compliance and due diligence.
• Working with Trust and Science teams to address abusive and fraudulent behaviors.
• Proactively identifying and managing risks and opportunities for the department.
• Reporting financial metrics and updates to senior stakeholders.
• Acting as a subject matter expert in cross-functional groups.
• Building relationships with product, data science, and operations teams globally.
• Balancing team workload across ongoing tasks and new initiatives.

Key Skills:

• 3+ years’ experience as an Operations Manager or Consultant in a dynamic company.
• Ability to make data-driven recommendations and lead performance improvement projects.
• Experience in crisis management and business continuity.
• Knowledge of CRM systems (e.g., Zendesk / Salesforce).
• Partner/vendor management experience.
• Strong analytical skills, including proficiency in Excel and SQL (desirable).
• Ability to coach and mentor direct reports.
• Action-oriented with effective prioritization skills.
• Calm under pressure with experience in leading multiple projects.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other