Care Operations Manager - French

London, United Kingdom - Deliveroo · 2+ years experience · Full-time · Hybrid · Posted Oct 6, 2026

At a glance

The Care Operations Manager will oversee daily operations for contact centre teams based at BPOs, focusing on the French market.
This role involves collaborating with global and local stakeholders to drive business success, analyze operational data, and implement strategies to enhance productivity and quality.

Oversee Care performance for all sides of the marketplace through outsourced teams.
Manage day-to-day performance of service queues for customers, partners, and riders across multiple channels.
Create business insights and targets to measure Care performance.
Lead projects and initiatives to transform performance across KPIs such as CSAT, Policy Adherence, AHT, and QA.
Identify and prioritise gaps with partners and internal stakeholders.
Independently own performance deep dives and lead updates with executives and Care leadership.
Manage the performance of outsourced partners and deliver action plans to ensure targets are achieved.
Drive change by surfacing operational issues, generating hypotheses, and landing improvements.
Present weekly, monthly, and annual performance against Care action plans and objectives.
Participate in a 24/7 emergency on-call rota, approximately one week every quarter.

Fluent in French.
2+ years experience as an Operations Manager or equivalent in a customer service environment.
Ability to prioritise effectively and lead multiple project workstreams concurrently.
Detailed understanding of customer service metrics such as CSAT, Policy Adherence, and AHT.
Solid analytical background with the ability to drive insights through data.
Excellent verbal and written communication skills.
Knowledgeable and comfortable working with CRM systems and BI tools.
Personal accountability for quality and accuracy of work.
Action-oriented with experience leading performance improvement projects.