Senior Product Manager, Care

About the team

Product Management at Deliveroo takes many forms, and involves many facets. We’re a consumer-facing brand, with websites and mobile apps which help customers find great quality food which can be brought to them to satisfy their needs any time day or night. We’re a logistics company, directing a fleet of drivers around major cities across the globe using a dedicated native app. We’re a partner to restaurants, who see us as a way to unlock access to new customers and thus maximize the revenue of their existing business. And we’re a home for numerous internal teams building internally facing tools for Care, finance, and others, to keep the operation running effectively.

Life as a product manager can mean working in any or all of these areas, in order to deliver value to customers, drivers, and restaurants. Day to day, you’ll tackle new, interesting business problems, and find innovative, creative ways to solve them. We’re seeking brilliant and motivated Product Managers to help us keep moving things forward.

We are seeking a senior product manager to join this domain and play an integral role in achieving our company’s growth plans. You will report into the Group Product Lead of care. We are a hybrid workplace. 

Care is Deliveroo’s dedicated cross-functional group focused on driving market-leading recovery and support for all sides of the marketplace. Formed of engineers, data scientists, UX designers, product managers and partners including Performance, Policy, Workforce Management and Agent Operations. Our vision is to provide simple, tailored and rapid solutions that ensure smooth experiences and maintain high-trust in the marketplace across our consumer, restaurant and rider partners.

What you'll be doing

The Care product group enables Deliveroo to provide world-class support to all sides of our marketplace: consumers, riders and restaurants. Here are some of the areas that you could be responsible for:

• Proactive, pre-support recovery
• In-app self-service
• Voice and chat experiences
• Agent tooling
• Infrastructure and tooling across the above mix (policy engine and experimentation platform, routing capabilities, communications technology, automation technologies, etc.)

You will work with a cross-functional technical team of engineers, data scientists, data engineers, designers and Operations partners to solve hard problems at a global scale. 

You will be responsible for ensuring that consumers’, riders’ and restaurants' experiences with Deliveroo Care are consistently high-bar and hit our three goals of providing simple, fast and tailored outcomes for users. 

Requirements

• Have previous success as a user-focused Product Manager.
• Highly detail-oriented and thrive in an environment where impact and velocity of execution are paramount.
• Highly analytical and can collaborate effectively with Data Scientists to define new measurement frameworks, make data-led decisions and contribute to financial planning.
• Excellent communication, storytelling and relationship management skills. 
• Demonstrated ability to own projects, be data-driven and influence across all levels of an organization. 

Why Deliveroo

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat 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 & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

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 startups in an incredibly exciting space.