Head Of Operational Support • Lead

Who you are

You have extensive experience in operational support and management, ideally within a contact centre environment. Your leadership skills enable you to drive performance and foster collaboration across teams, ensuring that operational goals align with commercial objectives. You understand the importance of data-driven decision-making and have a track record of implementing processes that enhance efficiency and effectiveness.

You are adept at building relationships with various stakeholders, including sales and account management teams. Your ability to communicate effectively and provide guidance ensures that your team is equipped with the tools and knowledge necessary to succeed. You are committed to fostering a culture of diversity, equity, and inclusion within your team and the wider organization.

What you'll do

As the Head of Operational Support, you will define and scope the operational vision for the SMB Contact Centres, focusing on delivering strategic projects that improve commercial performance. You will collaborate closely with the Revenue Operations and Sales Technology teams to build core capabilities that support the contact centres. Your role will involve leading a team of Operational Support Leads, guiding them to find solutions to the challenges faced by inside sales and account management teams.

You will be responsible for driving the operational performance of the contact centres, ensuring that they meet the needs of our partners and contribute to the overall success of Deliveroo. Your strategic mindset will help you identify opportunities for improvement and implement best practices that enhance the customer experience. You will also play a key role in mentoring and developing your team, fostering a culture of continuous improvement and excellence.

What we offer

Deliveroo offers a dynamic work environment where you can make a significant impact on the operational success of our SMB teams. You will have the opportunity to work with a diverse group of professionals who are passionate about delivering exceptional service to our partners. We provide competitive compensation and benefits, along with opportunities for professional growth and development within the company. Join us in shaping the future of food delivery and making a difference in the lives of our partners and customers.