Job Description

Senior Operations Associate, Rider Support

Reporting into the Rider Fees Manager, you’re a key part of the team that ensures all riders are paid accurately and on time.

We want to offer the best rider support in the industry. Deeply embedded within the operations processes of Deliveroo, Rider Fees are central to our continued success through its impact on rider retention and rider satisfaction.

Job Spec - Responsibilities

• Responsible for running fee calculations accurately and on time for multiple markets
• Using analytics to improve our fee payments process
• Identifying areas for improvement and owning innovative and data-driven solutions to increase the accuracy and speed at which we run fees calculations
• Identifying, diagnosing and resolving methods of rider fees using scalable tools such as SQL
• Spotting trends and fraudulent rider behaviour
• Tracking rider fees spend and liaising with key stakeholders to ensure incentives details are tracked and communicated to the operations representatives
• Support and collaborate with other markets ensuring rider fees processes are standard and efficiency across countries.
• Support the Rider Fees Manager in driving Quality Assurance and training within the team:
• Ensure compliance to procedures and process
• Create, analyse and share team reporting with relevant stakeholders
• Carry out regular quality reviews of the Ops Support Representatives
• Identify and support on training needs within the team
• Continuously identify opportunities for improvement – Identify, prioritise, manage, and execute projects to a deadline to improve operational performance in line with business priorities

Job Spec - Core competencies

• Adaptable Fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness. Don’t slavishly follow processes if they aren’t right.
• Analytical and strategic – able to ‘think big’ as well as execute ‘on-the-fly’ via understanding the dynamics of our business and the Operations Support team specifically.
• Inquisitive and forward-thinking - curious, thoughtful and happy to question the status-quo. Keeps pushing for further improvements
• Knows how to prioritise - the ability to determine what needs immediate attention and is of the highest value, while keeping stakeholders informed
• Effective communicator - needs to be able to explain complex process to a range of stakeholders in a way that can paint a clear picture, helps us solve a problem, get executive support, or train new team members

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, seeking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

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 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.