Third- Party Vendor Manager (Contact Center)

Location: London - The River Building HQ

Employment Type: Full time

Department: Deliveroo Cost Center Hierarchy COO Customer Experience Marketplace Support Care Operations

The Marketplace Support team at Deliveroo supports our customers from all sides of the marketplace. The Vendor Management team plays an important role in bridging the gap between the day-to-day running of operations and longer-term goals and objectives. The team is responsible for managing the relationships and performance of our third-party vendors, ensuring we maximise value, efficiency and customer experience.

In this role, you’ll be involved in three key areas:

• Managing day-to-day relationships with our vendors - ensuring any operational issues are resolved as quickly as possible, and keeping up-to-date on new capabilities and product improvements.
• Ensuring accurate and timely financial reconciliation - ensuring costs are correctly raised, allocated, paid and reported quickly and effectively.
• Working on projects to support our longer-term strategy - partnering with teams from across the business to achieve specific goals (e.g. procuring a new capability).

What you’ll be doing:

• Responding to and resolving issues and escalations related to partner activity or performance.
• Maintaining our contracts, ensuring any changes are updated in an accurate and timely manner.
• Hosting regular vendor meetings, which include monthly/quarterly reviews.
• Exploring opportunities throughout the contract lifecycle to reduce cost or improve outcomes.
• Developing vendor scorecards to monitor performance and owning specific improvement plans.
• Accurately tracking, reconciling and reporting vendor spend through robust purchase order governance, ensuring the relevant stakeholders remain informed of all activities.
• Owning projects and leading updates for the leadership team and senior stakeholders on progress.
• Contributing to Deliveroo’s long term tooling/vendor strategy - working within a team to achieve a specific departmental or company goal.
• Helping define targets, KPIs and goals for the team, and prioritising own goals.
• Taking on the rotational Manager on Call duty, serving as the First level escalation for our global operations.

Requirements:

We are looking for someone who:

• Has 5+ years’ experience with a previous track record of operations or vendor management with outsourced third parties.
• Has experience of million-dollar contract administration and relationship management.
• Is detail and action-oriented, with experience in working in cross-functional projects.
• Takes personal accountability for the quality and accuracy of their work.
• Has a solid analytical background (e.g. Excel pivot tables and INDEX MATCH).

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.