Senior Operations Associate - CDD

Job Description

Operations Manager, Customer Experience

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drive everything we do. Our Operations team is the heart of Deliveroo—ensuring our three-sided marketplace runs safely, fairly, and efficiently. From designing robust policies to navigating complex regulatory landscapes and scaling global frameworks, we solve high-stakes challenges that protect our community. If you thrive in fast-paced environments, possess strong operational grit, and want to build trust in a global brand—this is the team for you.

We’re looking for an Operations Manager, Customer Experience to join our France team. In this role, you’ll be a critical thinker and future leader, finding solutions to our biggest hyperlocal challenges and directly contributing to a seamless customer experience across the French market.

Get to know our Operations team — what drives us, how we work, and what you can expect.

What You’ll Be Doing

You’ll be joining the Regional Operations team, reporting to the Head of Regional Operations. You will act as the architect of service quality, monitoring performance at the city and zone level to eliminate "bad outcomes" like late orders or missing items.

Here’s what your day-to-day might look like:

• Drive Business Initiatives: Own service performance for your defined geography. You'll identify gaps, quantify their impact, and define clear action plans across restaurants, riders, and customers.

• Service & Quality Monitoring: Deep-dive into city and zone-level data to investigate trends. You’ll track performance against plans and identify the root causes behind poor customer outcomes.

• Cross-Functional Leadership: Structure and lead initiatives to reduce delivery friction. You’ll collaborate with senior stakeholders to implement corrective actions and drive measurable change.

• Performance Reporting: Act as a subject matter expert, synthesising complex data into documents that influence a senior audience and report on progress toward service goals.

• Proactive Problem Solving: Use a "test and learn" approach to solve real-world problems, balancing the big-picture business strategy with a granular understanding of local market dynamics.

What You’ll Need to Thrive

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Analytical Mindset: A "doer" attitude with a strong appetite for solving problems using data-driven insights and excel modelling.

• Operational Grit: Previous experience in a high-paced, project-based environment—such as a tech startup or management consultancy—is a significant plus.

• Communication & Influence: Excellent oral and written communication in both French and English, with the ability to influence senior stakeholders.

• Project Autonomy: A proven track record of structuring, coordinating, and executing complex projects simultaneously using an 80/20 approach.

• Technical Proficiency: Mastery of Google Suite/Microsoft Office; knowledge of SQL is a strong advantage for database crunching and trend analysis.

Why Join Us?

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

🔧 Make a visible impact every day

Your work directly improves experiences for customers, partners and riders.

🌱 Learn fast in an entrepreneurial environment

Work close to the market with autonomy, pace and real responsibility.

🧠 Build a career, not just a role

Stretch yourself, develop new skills and grow as the business evolves.

🌎 Deliver together in an inclusive culture

Collaborative, values-driven teams that support how you work best.

We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here.

Our Global Structure

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

Diversity, Equity and Inclusion

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do.

In France, we are proud of our progress:

• Gender Equality: We achieved a score of 98/100 on the 2024 Gender Equality Index.

• Inclusive Hiring: All roles are open to candidates with disabilities, in line with French Labour Code standards (Article L5212-13).

If you have a disability or long-term health condition and need support to apply, or if you require any reasonable adjustments during the recruitment process, please contact our recruitment team at accommodations@deliveroo.co.uk.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!