Strategy Manager, Customer Experience and Refunds

Strategy Manager, Service Excellence

The Service Excellence Team

At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. As a strategy manager you’ll be operating at the forefront of the business and solving some of our most complex problems.  You’ll work with colleagues from across the business on both company initiatives and tactical projects to achieve business goals in one of the following areas:

1. Developing compensation policies to make things right when customers have an issue with their order, improving retention and the recovery experience
2. Improving our claim decision making process, reducing fraudulent claims and compensation abuse
3. Fairly allocating the cost of defects between Deliveroo and Partners/Merchants and any subsequent contests
4. Thinking about the optimal recovery resolution for a range of product categories, balancing the needs of the customer with the needs of both Deliveroo and the merchant. Including, but not limited to: credits, refunds, redeliveries and returns.
5. Creating and updating policies in support of company and departmental initiatives, continuous improvement, and compliance and legal regulations.

What you’ll be doing

• Problem solving in a complex space where there is often no right or wrong answer - you will need to balance customer experience, cost and legal/regulatory risks to determine the best course of action
• Leading on on both tactical projects and longer-term strategic initiatives to meet departmental and company goals
• Identifying and sizing opportunities to reduce costs, and working with colleagues from across the business to realise those opportunities, ensuring governance is in place to monitor key success metrics
• Creating compelling business case proposals to secure additional investment / funding in specific areas 
• Partnering with legal, policy and commercial teams to ensure due diligence and legal compliance 
• Working with Trust and Science teams to identify, analyse and tackle new vectors of abusive and fraudulent behaviors whilst balancing risks to operations and regulatory requirements
• Proactively identifying risks, threats and opportunities to the department and managing/escalating them appropriately
• Identifying and reporting financial metrics and business case updates, updating GMs, Exec and senior stakeholders on trends and root cause analysis 
• Acting as a subject matter expert in cross functional working groups, raising risks/concerns and roadblocks in an easily digestible way at the right moment
• Developing partnerships with product, data science and other senior stakeholders to provide expert knowledge, defining business and tech requirements
• Building a close relationship with our rider, customer and commercial operations teams globally, ensuring sufficient communication and knowledge sharing 
• Balancing team workload across ongoing tasks and new company initiatives

Requirements

We are looking for someone who:

• Has 5+ years’ experience as an Operations Manager or Consultant in a fast moving and dynamic company - experience in Agile work is highly desirable
• Can make recommendations based on data, analysis, intuition and primary research
• Is action orientated, with experience of leading performance improvement projects including automation - both with and without GenAI
• Can prioritise effectively - leading on multiple project workstreams concurrently and independently
• Is calm under pressure and has experience of crisis management and business continuity
• Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systems
• Has some partner / vendor management experience and can support our partners in delivering change 
• Takes personal accountability for quality and accuracy of their work 
• Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential
• Can coach and mentor a number of direct reports and has examples of frontline people engagement projects

Why Deliveroo?

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.