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 internal teams building internally facing tools for customer 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.

Mission

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 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 manager to head up this domain and play an integral role in achieving our company's growth plans.

As Group Product Manager for this area you will:

• Be responsible for defining the long term product strategy for the Care (proactive recovery and reactive support) experiences we provide for our consumers, riders and restaurants. Work within a cross-functional technical team of engineers, data scientists, data engineers, UX designers and Operations partners to execute on that product vision by building new experiences for our users and capabilities for the business.
• Ensure 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.
• Drive 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, etc.)
• Use rapid experimentation to find new experience improvement opportunities to enhance our proposition.
• Collaborate closely with the Care Operations team to leverage technology to improve operational processes through automation and create stronger decision-making capabilities.
• Collaborate closely with Data Science and Performance to improve the quality of measurement, drive structured performance management through clear reporting and make data-informed trade-offs to maximise the impact of spend and execution.

Requirements

• Have previous, proven success as a senior Product Manager.
• Have a track-record for defining the strategy to tackle ambiguous problem spaces and for building teams from the ground-up to execute on your plans.
• Have experience working in a global, consumer business with geographically distributed teams.
• Are highly detail-oriented and thrive in a scrappy environment where impact and velocity of execution are paramount.
• Are highly analytical and can collaborate effectively with Data Scientists to define new measurement frameworks, make data-led decisions and contribute to financial planning.

Preferred, but not essential

• Have previous experience in building best-in-class, user-focused Care experiences
• Have experience directly managing other product managers