Group Product Manager - Care

Group Product Manager, Care

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 maximise the revenue of their existing business. And we're a home for numerous teams building internally facing tools for customer care, finance, and others.

Mission

Care is Deliveroo's dedicated 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 Care 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 do

As Group Product Manager for this area you will:

• Reporting into one of our Product Leads with a focus on defining the long-term product strategy for the Care experiences we provide for our consumers, riders and restaurants.
• Ensure that consumers, riders and restaurants experiences with Deliveroo Care are consistent and hit our three goals of providing simple, fast and tailored outcomes for users.
• Promote the product vision across our channel/experience mix:
  • Proactive, pre-support recovery
  • In-app self-service
  • Voice and chat experiences
  • Agent tooling
  • Infrastructure and tooling across the above mix (policy and experimentation platform, communications technology, automation technologies)
• Use rapid experimentation to find new experience improvement opportunities to enhance our proposition.
• Collaborate with the Care Operations team to leverage technology to improve operational processes
• Create structured performance management through clear reporting and make data-informed trade-offs to maximise the impact of spend and execution.

Requirements

Have previous, experience as a senior Product Manager.

Have a track-record for defining the strategy to solve ambiguous problem spaces and for building teams to implement your plans.

Have experience working in a global, consumer business with geographically distributed teams.

Are detail-oriented and excel in a scrappy environment where impact and velocity of execution are paramount.

Are highly analytical and can collaborate with Data Scientists to define new measurement frameworks and contribute to financial planning.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer many great benefits in areas including health insurance (including dental & vision), family, financial, 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 exciting space.