Operations Associate – Riders Services

Job Description

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, and 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.

About the role

We are looking for an operations associate to join our Operations team in France. As part of the team, you will be a key contributor to the day-to-day execution of our internal processes, helping ensure that our operations are consistent, reliable, and compliant, and continuously improving.

You will be one of the pillars enabling us to deliver excellent service to both riders and customers, while ensuring that we remain efficient and insight-driven.

What you’ll be doing

You will be working in a dynamic team with cross-functional exposure and will report to the Head of Service & Policies. Key responsibilities include:

You will be working in a dynamic team with cross-functional exposure and will report to the Head of Service & Policies. Your key responsibilities will include:

• Process execution & ownership: Manage and execute core operational workflows (e.g. compliance checks, contract processes, incident tracking) with precision, timeliness, and consistency.

• Root-cause analysis: Deep dive into individual rider cases, compliance alerts, or customer incidents (e.g. order flow breakdowns) to identify causes and feed into process refinement or incident resolution.

• Rider support operations: Handle escalations and investigate rider-related questions, ensuring clear documentation and resolution aligned with internal policies and service standards.

• Data-driven monitoring: Track operational KPIs, identify trends or anomalies in performance or quality metrics, and support reporting and operational visibility.

• Continuous improvement: Identify inefficiencies or gaps and contribute to the improvement of internal tools, processes, and documentation.

• Cross-team collaboration: Work closely with other local and European teams (Care, Policy, Commercial, Product, etc.) to support smooth coordination and knowledge-sharing.

Qualities we’re looking for

1. Rigour and reliability: A strong sense of ownership and attention to detail, with the ability to execute processes thoroughly and consistently under time constraints.

2. Analytical and impact-oriented mindset: Pragmatic and data-driven, with a hands-on approach to problem-solving and the ability to structure ambiguous issues clearly.

3. Curious and investigative: Capable of digging into individual cases or data points to identify root causes and propose action plans.

4. Effective communicator: Able to write clear and structured briefs or documentation. You are comfortable sharing findings and updates with both peers and leadership.

5. Collaborative and solution-driven: Works well across functions and contributes to a positive and proactive team culture

Requirements

• Previous experience in a high-paced and project-based organisation is a plus, for example at a tech startup or in management consultancy.

• Prioritises effectively between tasks, favours 80/20 approaches and can manage multiple projects simultaneously.

• Strong experience in quantitative and qualitative analytics (excel modelling, database crunching, interviews) and excellent mastery of Google Suite/Microsoft Office. Knowledge of SQL, data visualisation tools (e.g. Tableau, Looker, Periscope) is a plus.

• Self-motivated, adaptable, and eager to take ownership.

• Strong stakeholder management skills and thrives in a collaborative environment.

• Excellent (oral / written) communication in both English and French.