Senior Manager, Customer Support, Deliveroo Operations

Kurz zusammengefasst

Wolt is a technology‑driven delivery platform that started with restaurant food and now offers almost everything to consumers in more than 500 cities across 30 countries. Through its partnership with DoorDash, Wolt continues to expand its global footprint. The Senior Manager, Customer Support, Deliveroo Operations role sits within Deliveroo's support function, overseeing both an in‑house Global Escalations team and a large outsourced network of BPOs and Shared Service Centres that together handle roughly 1,500 agents. On a daily basis you will be responsible for the performance of the Global Escalations team in the UK and Georgia, as well as the outsourced partners spread across multiple locations. This includes leading the escalation team that handles the most sensitive, high‑risk customer contacts, conducting root‑cause analysis, and ensuring a culture of empathy and integrity. You will also manage the day‑to‑day delivery of support through the BPOs and Shared Service Centres, designing performance frameworks, standardising processes, and monitoring key metrics such as CSAT, average handling time and refund costs. The role requires proven leadership of large, distributed support teams, with a focus on driving qualitative improvements in customer experience while balancing cost efficiency. You must be able to act as the voice of Support to market General Managers, partner with cross‑functional groups, including Workforce Management, Training, Quality, and Policy, and influence product and technology roadmaps for support systems. Strong analytical skills are essential for translating data on contact drivers, escalation themes and sentiment into actionable improvements. Preferred experience includes a track record of reducing attrition and quality issues in outsourced environments, building strong stakeholder relationships across HR, Legal and Policy, and presenting performance insights at senior forums. The position offers the chance to shape a best‑in‑class support operation at a fast‑growing, innovative company that values autonomy, ownership and impact.