--- title: 'Care Operations Manager - French at Deliveroo' canonical: 'https://feeny.ai/job/care-operations-manager-french-deliveroo-manchester-6wbz3yssbbna' type: 'job' last_seen: '2026-09-13' --- # Care Operations Manager - French at Deliveroo - **Company:** [Deliveroo](https://feeny.ai/companies/deliveroo) - **Location:** Manchester, United Kingdom - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-07-27 - **Last confirmed live:** 2026-09-13 - **Apply:** https://jobs.ashbyhq.com/deliveroo/f98e772f-276a-4a8d-b69e-443d975d48f9 ## Job description Care Operations Manager - French Speaking Location: Manchester, hybrid working with 3 days minimum in the office As a Care Operations Manager, you will be responsible for overseeing the daily operations of one of our contact centre teams based at our BPOs. You will collaborate with other departments to drive overall business success. Additionally, you will be expected to analyse operational data, identify areas for improvement, and implement strategies to enhance productivity and quality. ## Responsibilities - Responsibility for the Care performance delivered to all sides of the marketplace for your areas through outsourced teams - Work with multiple stakeholders (global and local) to own and 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 on projects and initiatives to transform performance across a wide range of KPIs e.g. (CSAT, Policy Adherence, AHT, QA) and own performance improvement strategies where required - Identify and prioritise gaps with partners and internal stakeholders (e.g. policy, workforce management) and own performance improvement strategies where required. - Independently own performance deep dives and lead updates with executives, Care leadership, and stakeholders - Manage the performance of our outsourced partner(s), identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best customer experience in your markets - Make Care a true differentiator at Deliveroo, ensuring best in class customer satisfaction for all three sides of the marketplace - Relentlessly drive change - surfacing issues across Care operations, generating hypotheses, and landing improvements - You will present weekly, monthly and annual performance against Care action plans and objectives. - Participation in the 24/7 emergency on-call rota, which works out at being on-call roughly one week every quarter. ## Requirements - Fluent in French - 2+ years experience as an Ops Manager (or equivalent), within a customer service environment (at a BPO or in-house). - Can prioritise effectively - leading on multiple project workstreams concurrently and independently - Has detailed understanding of customer service metrics e.g. (CSAT, Policy Adherence, AHT) and drivers of performance for these individual metrics - Has solid analytical background and ability to drive insights through data (e.g. Excel pivot tables, INDEX MATCH) - Has an excellent verbal and written communication skills - Knowledgeable and comfortable working with CRM systems (e.g. Zendesk / Amazon Connect) and BI tools such as Looker, Tableau, Power Bi. - Takes personal accountability for quality and accuracy of work - Action oriented with experience leading performance improvement projects, such as turnaround plans, glidepaths to green. Why Deliveroo? Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, 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, looking 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 & Benefits At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information. Diversity At Deliveroo, 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 businesses in a rapidly growing industry. We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed. ## About Deliveroo ## Company Overview - **One-liner**: Deliveroo operates a hyperlocal three-sided marketplace that connects consumers, restaurants and grocers, and riders to deliver food and other neighbourhood goods in under 30 minutes. - **Entity Type**: Public (London Stock Exchange: ROO) - **Headquarters**: London, United Kingdom - **Founded**: 2013 - **Founders**: Will Shu ## Core Business - **Primary industry**: Online food delivery and on-demand grocery / local commerce - **Target customers**: B2C (consumers), B2B (restaurants, grocers, retailers), and B2C (riders as independent contractors) - **Mission or purpose**: To transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. ## Products & Services - **Restaurant Delivery**: Core service delivering meals from over 160,000 restaurant and grocery partners, many of which never offered delivery before. - **Deliveroo Hop**: Rapid on-demand grocery delivery from a network of delivery-only sites, rolling out in several markets. - **Deliveroo Shopping**: Non-food retail delivery, bringing items from local shops (e.g., flowers, cards, electronics) to consumers. - **Editions**: Delivery-only kitchens that help restaurants expand to new areas at lower cost and risk, powered by Deliveroo’s data insights. ## Market Standing - **Valuation/Market Cap**: Publicly traded – market cap not provided in available materials; check financial sources for latest figure. - **Key Metric**: Operates in 10 markets worldwide, serving millions of consumers with thousands of riders and 160,000+ restaurant/grocery partners. - **Notable Investors/Partners**: Key grocery partners include Co-op, Conad, Carrefour, Casino, Marks and Spencer, Picard, Waitrose, and Whole Foods Market. (Prior venture investors not detailed in provided sources.) - **Growth Signals**: Expanding on-demand grocery via Deliveroo Hop; launching Deliveroo Shopping for non-food items; continuous investment in machine learning logistics (Frank algorithm); growing Editions network. ## Competitive Advantages - **Hyperlocal logistics technology**: Proprietary Frank algorithm uses machine learning to optimise routing, preparation times, and delivery efficiency neighbourhood by neighbourhood. - **Three-sided marketplace**: Deep network effects connecting consumers, merchants, and riders – hard to replicate at scale. - **Editions (delivery-only kitchens)**: Lowers barrier for restaurant expansion and increases selection in underserved areas. - **Rider value proposition**: Free personal accident and third-party liability insurance for all self-employed riders from day one, flexible work, and good earnings. ## Strategic Focus - **Grocery and retail expansion**: Scaling Deliveroo Hop and Deliveroo Shopping to become the definitive online food and neighbourhood commerce platform. - **Technology leadership**: Continued investment in real-time coordination, machine learning, and logistics optimisation. - **Market penetration**: Deepening presence in existing 10 markets while improving selection, experience, and value for consumers. ## Why Work Here - **Culture**: Values-driven, innovative, and inclusive – Employee Resource Groups, regular social events, and a focus on career-defining work. - **Work environment**: Offices across the UK (London HQ, Birmingham, Bristol, Edinburgh, Leeds, Manchester) with excellent kit for remote work and a parent-friendly culture. - **Benefits (UK)**: - 25 days annual leave + bank holidays, increasing with tenure; one paid volunteer day per year. - Competitive compensation, annual cash bonus, sign-on bonus, relocation support, and up to 5% matched pension. - Equity awards for eligible roles. - Private healthcare (single cover funded), gym access (HQ on-site, discounted external), wellbeing apps (LesMills+, Strava, Headspace, Yogaia) via GymPass. - Life assurance, discounted dental, critical illness cover, travel insurance. - Free Deliveroo Plus (free delivery), team lunches from local restaurants. - Cycle to Work Scheme, Season Ticket Loans, free mortgage advice. - Excellent learning & development via RooLearn platform. - **Engineering culture**: Tackle complex scale and machine learning problems coordinating millions of real-time interactions across a three-sided marketplace. ## Sources 1. [deliveroo.co.uk](https://deliveroo.co.uk/about-us) – Company overview, history, products, and values. 2. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/) – Career page with mission, culture, and team size. 3. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/locations/united-kingdom/) – UK-specific benefits, office locations, and compensation details. 4. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/how-we-hire/) – Hiring process and interview tips. ## Other roles at Deliveroo - [Integrated Marketing Manager](https://feeny.ai/job/integrated-marketing-manager-deliveroo-milan-2nkaw5mzr6mf) — Milan, Italy - [Corporate Account Manager](https://feeny.ai/job/corporate-account-manager-deliveroo-london-6kvsjt0seq27) — London, United Kingdom - [Staff Machine Learning Engineer - Ads Bidding](https://feeny.ai/job/staff-machine-learning-engineer-ads-bidding-deliveroo-london-qvsebp47gxxn) — London, United Kingdom - [Senior Machine Learning Engineer - Conversational AI](https://feeny.ai/job/senior-machine-learning-engineer-conversational-ai-deliveroo-london-vzjkrxxjmvr6) — London, United Kingdom - [Software Engineer, Backend (BI Platform)](https://feeny.ai/job/software-engineer-backend-bi-platform-deliveroo-london-vwt4ayxtmd9v) — London, United Kingdom - [BI Engineer](https://feeny.ai/job/bi-engineer-deliveroo-london-y11gcbxtfhn1) — London, United Kingdom - [Rider Onboarding Operations Representative](https://feeny.ai/job/rider-onboarding-operations-representative-deliveroo-london-q4cge4yjpjna) — London, United Kingdom - [Strategy & Operations Manager](https://feeny.ai/job/strategy-operations-manager-deliveroo-london-b45f4d1w47k9) — London, United Kingdom - [Corporate Commercial Manager](https://feeny.ai/job/corporate-commercial-manager-deliveroo-london-4xdazw1qbw69) — London, United Kingdom - [Corporate Sales Team Lead](https://feeny.ai/job/corporate-sales-team-lead-deliveroo-london-9s2z3dna85tg) — London, United Kingdom