Automation Operations Manager

Automation Operations Manager

London

About the team

The Care AI Chatbot team as part of the Marketplace Support department, oversees the complete management of our AI Chatbot operations. We are expanding our scope within the broader Premium & Automated Care team and welcoming in new talents to manage our AI Chatbot routines and track the chatbot's performances and impact on human agents’ interactions. We are searching for an individual eager to develop cutting-edge skills in AI-powered operations.

Our team is dedicated to delivering exceptional customer service through smooth interactions and swift resolutions. We thrive in a dynamic, fast-paced environment that values proactivity, collaboration, and resilience. Through analysis on how we can enhance care functions we aim to optimise both automated and human-assisted support.

What you’ll be doing

As an Ai Automation & Care Process Manager, within the Premium & Automated team, your responsibilities include delving into data to understand the customer experience and make decisions to enhance the automated services across multiple lines of business. Additionally, you will be responsible for fostering a positive work environment both internally and externally, and collaborating proactively based on in-depth analysis and insights with your direct reports. Your responsibilities will include:

Performance Tracking

• Track key performance indicators such as Average Handling Time (AHT), CSAT, number of responses, transfer rate, automation rate, and triage accuracy.
  
  
• Analyse incoming AI chatbot interactions to gain insights into Persona effectiveness and response quality.
  
  
• Ensure guardrails are followed and escalation points activated.
  
  
• Monitor compensation costs and potential fraud activities based on policy decisions.
  
  
• Evaluate the automation success rate and ensure a seamless experience for users post-transfer.
  
  
• Participating in the ‘On call’ rotation whereby you will need to be available for any urgent escalations or when SLAs are at risk, while also owning resolution for the most sensitive escalations.
  
  Prompts and Process Management
  
  
• Revise and supervise updates of user stories and process documentation to reflect changes for the AI Chatbot across all markets.
  
  
• Design new processes and supervise updates to existing ones with relevant stakeholders.
  
  
• Develop and document SOPs for the AI Chatbot operations using the UI platform, applicable to all markets.
  
  
• Map processes to reflect accurate escalations to agents and opportunities for automation to cover.
  
  
• Assess and enhance the accuracy of triaging rules by updating descriptions for all markets.
  
  
• Collaborate with the Engineering team and Policy team to propose and influence the implementation of new checks and data points.
  
  Explore New Opportunities
  
  
• Advocate for chatbot automation initiatives to expand implementation across different marketplace support areas through collaboration with Care Operations Excellence.
  
  
• Analyse both new and existing trends to simplify chatbot services and enhance efficiency.
  
  
• Travel to call centres across the world to support, audit and assess daily operations (incl. Philippines, Jordan, Madagascar, India…)
  
  Team management
  
  
• Manage goals and performance of two direct reports with collaboration and communication in mind.
  
  
• Empower and coach reports performances to exceed expectations to create a positive environment for growth.
  
  Requirements
  
  
• Has 3+ years of experience in a fast-moving and dynamic company within a customer care or operations environment.
  
  
• Has been a customer of Deliveroo/other food delivery apps in the UK and can resonate with the feelings customers are expressing when they contact us.
  
  
• Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), knowledge in Python, SQL or other analytical tools (Looker) would be beneficial, but not required.
  
  
• Must work a minimum of 3 days a week from the London office.
  
  
• Must be fluent in English. Additional fluency in Urdu, French, Italian, Portuguese or Arabic would be an advantage.
  
  
• Be part of a 24/7 on-call rota, roughly 2 weeks per quarter
  
  
• You may be expected to travel 3 times per year to various locations (Jordan, Philippines, India, Madagascar…)
  
  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