Senior Program Manager, Customer Experience and Defect Elimination

About the role

Every contact that reaches a customer support agent, and every credit issued to customers, represents a defect somewhere in our system. This role exists to help find those defects, trace them to their source, and work with the teams responsible to eliminate them at a systemic level.

This is a high impact senior program management role within the EMEA Customer Experience organisation, reporting to the Director of Defect Elimination and Customer Experience. The Senior Program Manager is accountable for turning customer experience signals from Wolt and/or Deliveroo markets into clear, actionable insight, and for driving the resulting fixes through to resolution with partner teams.

What you’ll be doing

• You will own the delivery of the defect elimination program across EMEA, including application of the defect driver taxonomy to identify where defect rate concentrates, and where customer outcomes are worst. You will build a clear, prioritised list of issues for partner teams to work through.
• You will represent the voice of the customer in the rooms where decisions get made about your markets. That means preparing and presenting data in product reviews, weekly/monthly business reviews and planning sessions, so the cost of poor customer experience is concrete and attributable, and so partner teams understand what is being asked of them and why.
• You will build working relationships with partner teams in engineering, marketplace operations, courier operations, and finance, and you will track the fixes they commit to through to completion. You will feed results back into the program so everyone can see what worked, and to ensure defects are eliminated for good.
• You will maintain and improve the data infrastructure and reporting that underpins this work, ensuring customer experience insights are credible, available and actionable.

Our humble expectations

• The right person for this role has spent time inside a large-scale customer experience or operations function, and has direct experience translating customer defects through identification, root cause analysis and resolution. They are comfortable working with imperfect data, and they know how to build a credible case when the evidence is directional rather than conclusive.
• Strong analytical instincts are essential. This person needs to know what questions to ask of the data and whether the answers make sense. Prior exposure to a successful voice of the customer (VoC) program is critical.
• There is a meaningful cross-functional dimension to the role. This person will spend real time getting other teams to prioritise work that benefits the customer but may compete with other priorities. That requires good judgement, clear communication, and the ability to build trust quickly with people outside their reporting line.
• The role also requires the ability to drive results in a dynamic and ambiguous landscape. The right person will combine introducing structure and rigor, while being agile and responsive to changing priorities and emerging issues. 

This is a high impact and high visibility role, with the opportunity to interact with stakeholders and teams across the full customer lifecycle. The role will also span across 40 EMEA Roo & Wolt markets, meaning there is an opportunity to drive financial and customer experience results at scale.

Next steps

You will first meet with our Talent Acquisition team to understand role and company fit. Then, you will meet with the Hiring Manager who will talk through your relevant experience and ask you competency based questions that assess your suitability for the role. The third stage is an assignment, where you will be given a business problem to think through, and present back to the team. If successful, there may be a final conversation with a more senior stakeholder. Throughout all stages, you will have plenty of opportunities to ask any questions about the role, team or company.