Head of Operations

Job Description

We are looking for a new Head of Operations for our Netherlands team.

The Delivery Operations function is at the heart of the business – we ensure a seamless intermediation between restaurants, riders and customers, from start to finish, and offer an attractive and sustainable proposition to our riders.

The Operations team is responsible for all elements of the rider operations: the performance and growth of the Dutch fleet; and also catering to thousands of our restaurant and convenience partners, a number which is continuously increasing.

The Head of Operations is part of the Netherlands Leadership Team and reports directly to the GM. The person will lead a team of 5+ people, including two managers, and will have full ownership over one of Deliveroo’s key functions.

We are looking for someone that not only demonstrates excellent analytical skills and creative thinking, but also a deep curiosity to learn and a hunger to push the boundaries of success. This role demands an analytical, people-centric and entrepreneurial leader.

Responsibilities

• Coaching and leading the Operations team, consisting of a Rider Engagement & Support team and a Performance & Rider Acquisition team.
• Working closely with the Dutch Leadership team to build and execute the Netherlands strategy.
• Overseeing the front-line operation for the Netherlands. Understanding, analysing and driving our complex day-to-day logistics to ensure exceptional service levels and growth. Along the way you’ll ensure we have enough riders in the fleet, that supply matches demand, and that riders have all the support they need.
• Using analytics to build a platform that can sustainably scale. Understanding what needs to be improved to increase efficiency and effectiveness of the fleet, and what we need to build now for the future.
• Collaborating with product, legal, commercial and other HQ central departments. Working with all the supporting departments to ensure the Dutch market has their needs catered for, and are coordinated with upcoming changes to product, processes and strategy.
• Identifying opportunities for improvement. For example improving design of delivery zones, optimizing the flow of rider communication (for support and in the rider communities), reviewing efficiency in fleet acquisition, improving rider safety and much more.
• Leading the local strategy. Understanding the cultural, legal and competitive landscape to ensure we’re constantly evolving, innovating and prioritising the right projects to meet business needs.

Requirements

• 4+ years of leadership experience, 8+ years of operations management or consulting experience in a hyper-growth environment with experience of managing large, diverse teams.
• Fluent in Dutch and English.
• A confident critical thinker who can jump into different problems and come up with tactical recommendations.
• Confidence in your communication skills with the ability to influence stakeholders across the organisation.
• Driven by impact and willing to make change now – this is about prioritising correctly, making constant, quick iterations in real time to improve the business
• Able to thrive in a fast-paced environment, whilst remaining calm and composed at the same time (particularly during a crisis).
• Analytical and hands-on, with a passion for personally diving deep in data to identify root causes behind patterns – it’s important to be able to quickly identify issues, inefficiencies and understand how big these might be. You’ll need strong problem solving skills with great attention to detail.

Workplace & 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.