When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city. Fast forward 5 years and we operate in 14 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.
We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.
We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allows us to deliver our orders in under 30 minutes.
And we’re just getting started
The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun. We are already a multi-billion dollar company that is more than doubling in size every year. Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.
As Operations Engagement & Support Associate, you will drive and innovate the Deliveroo Rider engagement strategy, which aims to consistently deliver the best in class rider experience through direct engagement, partnerships and campaigns which help drive future improvement initiatives. You will also provide offline support (email) for all 1000+ Deliveroo riders in Taiwan. Your goal is to be constantly innovating and iterating on processes within the department in order to drive efficiencies and improve the quality of service we provide to riders. Deeply embedded within the operations processes of Deliveroo in Taiwan, Operations Engagement and Support is the centerpiece to our continued success through its impact on rider retention, the prompt activation of riders and the quality of support the riders receive.
You are part of the Taiwan Operations team and report directly to the Head of Operations.
As riders are the heart of our operations, this role will also collaborate across all operations functions to improve all levels of interaction with riders.