Engagement Manager for Wavicle focusing on enterprise client relationships in Data, Analytics & AI. Driving account expansion and strategic initiatives with cloud and AI platforms.
About the role
- Area Manager overseeing Live Operations for third-party partners in grocery delivery at Deliveroo. Responsible for performance optimization and strategic projects in the Retail category.
Responsibilities
- Create and implement systems to drive performance across ODC
- Lead and manage the dedicated Live Operations and Retail team, providing remote operational support for third-party ODC/ODG partners and driving performance improvements across the retail vertical.
- Take direct accountability for driving customer experience across retail partners by implementing, monitoring, and optimizing operational workflows, SOPs, and escalation processes.
- Own the relationship and strategic alignment with the Commercial Retail Team, translating commercial goals into operational priorities and driving joint initiatives across third-party (3P) operations.
- Lead and execute strategic projects and initiatives in the retail space, including seasonal activations like Valentine's Day, ensuring operational readiness, successful execution, and post-launch analysis.
- Design and scale operational frameworks and SOPs for Live Ops and Retail, focusing on service quality, efficiency, and customer satisfaction metrics.
- Drive root cause analysis and incident management for SLA breaches, Rejections, and operational failures—ensuring timely corrective actions and robust long-term solutions.
- Ensure third-party partners meet all service level agreements (SLAs), key performance indicators (KPIs), and contractual compliance standards.
- Collaborate cross-functionally with Tech, Product, and Partner teams to optimize order flows, conversion, availability, and accuracy for retail categories.
- Manage vendor onboarding and integration processes, including stock file syncing, tech integrations, and partner system alignment.
- Implement dashboards and analytics tools to monitor key performance drivers: order accuracy, availability, Rejections (CxL), and overall team productivity.
- Support regional knowledge sharing and the scaling of best practices across different markets.Design and scale operational workflows, SOPs, picker performance frameworks, escalation processes, and incentive/coaching models.
Requirements
- Strong leadership and team management skills
- Strong analytical skills and a data driven approach
- Experience in a management position in Grocery or Retail
- Hands-on mentality
- Experience in operations management within a fast-paced environment
- Good communication skills and a good proficiency in both written and spoken English
- Proven ability to manage multiple sites and large teams
- Excellent organizational and problem-solving abilities
- Data-driven decision-making capability
- Ability to motivate and develop a high-performing team
- Ability to work on 12 month plans to achieve strategic initiatives, delegating where necessary
- Knowledge of grocery retail operations and inventory management
- Strong understanding of health and safety regulations
- Experience with performance management and setting KPIs.
Benefits
- A wide range of competitive benefits in areas including health, family, finance, community, convenience, growth and relocation.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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