The Care Team 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 be doing

We are seeking an experienced Product Leader to head up this domain and help achieve our company’s growth plans.

As Group Product Manager for this area you will:

• Line manage three Product Managers.
• Define the long-term product strategy for the Care experiences we provide for our consumers, riders and restaurants.
• Curate the product vision across our experience mix:
• 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, etc.)
• Collaborate with the Care Operations team to leverage technology to improve operational processes through automation and triage systems.
• Collaborate with Data Science and Performance to improve the quality of measurement.
• Guide structured performance management through clear reporting and make data-informed trade-offs to maximise the impact of spend and execution. 

Requirements

• Experience leading Product Teams in a tech forward environment.
• Experience defining strategy and distilling ambiguous problem spaces.
• Experience interpreting data insights and able to partner with Data Scientists to define new measurement frameworks, make data-led decisions and contribute to financial planning.

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.