Care Operations Manager – French Speaking

About the role

Deliveroo is looking for a French‑speaking Care Operations Manager to lead one of its contact‑centre teams in Manchester. You will oversee daily operations, collaborate across departments and drive performance improvements for customers, partners and riders.

Key responsibilities

• Own Care performance across all marketplace sides through outsourced teams.
• Manage day‑to‑day service queues across multiple channels with global and local stakeholders.
• Create business insights, set targets and lead projects to improve KPIs such as CSAT, Policy Adherence, AHT and QA.
• Identify gaps with partners and internal teams, develop and execute improvement plans.
• Conduct performance deep‑dives, present updates to executives and care leadership.
• Oversee outsourced partner performance, delivering action plans to meet targets.
• Participate in a 24/7 on‑call rota (approximately one week per quarter).

Required profile

• Fluent in French.
• 2+ years experience as an Operations Manager in a customer‑service environment (BPO or in‑house).
• Strong ability to prioritize and manage multiple projects simultaneously.
• Deep understanding of customer‑service metrics (CSAT, Policy Adherence, AHT).
• Excellent verbal and written communication skills.
• Accountable, action‑oriented and experienced in performance‑improvement initiatives.

Required skills

• Advanced Excel (pivot tables, INDEX MATCH).
• CRM platforms such as Zendesk or Amazon Connect.
• BI tools including Looker, Tableau or Power BI.

What we offer

• Hybrid working model with a minimum of three days per week in the Manchester office.
• Opportunity to shape Care as a differentiator for a leading food‑delivery platform.
• Dynamic, fast‑paced environment with cross‑functional collaboration.