France Operations & Process Specialist

Why Deliveroo? We’re transforming the way the world eats and shops by making access more convenient and enjoyable. We connect consumers, restaurants, shops, and riders. We empower everyone to buy what they want, how they want it, when they want it, and where they want it. We’re a technology-driven company at the forefront of one of the fastest-growing industries in the world. We move fast, value autonomy, and are always looking for new ideas and talented people to join us.

About the role: We are looking for an Operations Associate to join our Operations team in France. As part of the team, you will be a key contributor to the day-to-day execution of our internal processes, helping ensure that our operations are consistent, reliable, and compliant, and continuously improving. You will be one of the pillars enabling us to deliver excellent service to both riders and customers, while ensuring that we remain efficient and insight-driven.

What you’ll be doing: You will be working in a dynamic team with cross-functional exposure. Your key responsibilities will include:

• Process execution & ownership: Manage and execute core operational workflows (e.g. rider support, compliance checks, contract processes, incident tracking) with precision, timeliness, and consistency.
• Root-cause analysis: Deep dive into individual rider cases, compliance alerts, or customer incidents (e.g. order flow breakdowns) to identify causes and feed into process refinement or incident resolution.
• Rider support operations: Handle escalations and investigate rider-related questions, ensuring clear documentation and resolution aligned with internal policies and service standards.
• Data-driven monitoring: Track operational KPIs, identify trends or anomalies in performance or quality metrics, and support reporting and operational visibility.
• Continuous improvement: Identify inefficiencies or gaps and contribute to the improvement of internal tools, processes, and documentation.
• Cross-team collaboration: Work closely with other local and European teams (Care, Policy, Commercial, Product, etc.) to support smooth coordination and knowledge-sharing.

Qualities we’re looking for:

• Rigour and reliability: A strong sense of ownership and attention to detail, with the ability to execute processes thoroughly and consistently under time constraints.
• Analytical and impact-oriented mindset: Pragmatic and data-driven, with a hands-on approach to problem-solving and the ability to structure ambiguous issues clearly.
• Curious and investigative: Capable of digging into individual cases or data points to identify root causes and propose action plans.
• Effective communicator: Able to write clear and structured briefs or documentation. You are comfortable sharing findings and updates with both peers and leadership.
• Collaborative and solution-driven: Works well across functions and contributes to a positive and proactive team culture.

Requirements:

• Previous experience in a high-paced and project-based organisation is a plus, for example at a tech startup or in management consultancy.
• Prioritises effectively between tasks, favours 80/20 approaches and can manage multiple projects simultaneously.
• Strong experience in quantitative and qualitative analytics (excel modelling, database crunching, interviews) and excellent mastery of Google Suite/Microsoft Office. Knowledge of SQL, data visualisation tools (e.g. Tableau, Looker, Periscope) is a plus.
• Self-motivated, adaptable, and eager to take ownership.
• Strong stakeholder management skills and thrives in a collaborative environment.
• Excellent (oral / written) communication in both English and French.

Work Environment & Benefits: At Deliveroo, we know that our people are at the heart of our business, and we place great importance on their wellbeing. Benefits vary by country, but we offer hybrid working, along with a wide range of benefits covering areas such as health, wellbeing, parental leave, retirement, and paid leave to support a charity of your choice. Benefits are country-specific. For more information, please speak to the recruiter for this role.

Diversity: We believe a great workplace reflects the world we live in, in all its diversity. We don’t judge what makes you who you are — whether it’s your gender, race, sexual orientation, religion, or even a secret dislike of coriander! Deliveroo France achieved a score of 98/100 on the 2025 Gender Equality Index, demonstrating our commitment to diversity and equal opportunities. What you mainly need to join us is the drive to be part of one of the fastest-growing companies in an exciting industry — food tech.

For equal skills and experience, this role is open to candidates with disabilities or equivalent status as defined under Article L5212-13 of the French Labour Code. Deliveroo is committed to diversity, equal opportunity, and the employment of people with disabilities.

Required skills: Analytical Skills, Microsoft Office, Project Management, Root Cause Analysis, G Suite, KPI Metrics

Required languages: English, French