AddressOur story (the bitesize version):
At Menulog we’re delivering delicious dishes to thousands of food lovers every day; from brilliant burgers to superb sushi. With many partners across Australia, we pride ourselves on providing amazing food experiences every day.
The secret to our success is great people. From analytical gurus to marketing maestros and sales specialists. Our talented teams are working together to make Menulog the biggest delivery service in Australia. This is where you come in!
About the Role.
As our Operations Manager , you'll be at the helm of our contact centre's heartbeat. You'll strike the perfect balance between employee engagement, cost efficiency and delivering top-notch customer outcomes. You'll play a pivotal role in shaping a culture that attracts and retains the best, most diverse talent, all while guiding our CS team to consistently achieve service excellence. In this role you will directly lead a Tier Two support team that are based in Sydney, and you will also play an active role in supporting our incredible Vendor team, based out of the Philippines and India. This is a role that requires someone that is passionate about Customer Service, enjoys a fast paced environment and working closely with business stakeholders.
Key Responsibilities:
Lead and Inspire:
- Manage the day-to-day operations of a team of CS TL’s and their advisors, driving performance and a customer centric environment.
- Embody and promote Menulog values (Lead, Deliver, Care), fostering an inclusive, fun, and safe environment for all team members.
- Be a role model and inspire passion for customer service excellence, continuous improvement and delving into root cause of servicing concerns
- Provide leadership and guidance to ensure consistent application of company policies and standards.
- Conduct regular one-on-ones with direct reports to review individual and team performance, offering developmental coaching.
- Implement best practices to drive consistent performance and to evaluate your team's needs
Operational Excellence:
- Analyse and maintain operational performance across your teams, implementing proactive improvement plans. Working closely with our critical support teams (WFP, Training, Quality, Program Management) based locally and globally
- Maximise efficiency and effectiveness across all business lines, always looking out for a better way to do things!
- Enjoy challenging the status quo, and working closely on critical business issues that may affect the Service experience
- Develop and manage the performance of your direct reports and their wider teams
- When we don't get things right - remediate and recover with grace to always protect the Menulog brand.
Cross-Functional Collaboration:
- Participate in cross-functional meetings with the wider Menulog business, as well as the Global Operations team, based in Europe (there may be travel involved as part of this role) . This role sits within the MLG (Menulog Leadership Team) and you will work on some high profile projects - so working successfully with cross functional team members is critical.
- Be the ‘Voice of the Customer’ always displaying a customer focus in getting things done the ‘right way’.
- Define action plans to resolve issues and drive continuous improvement.
- Lead and implement local/global projects to drive operational improvements. This role has a big focus on working with global teams on Product Changes and automation in the customer service space.
Your Profile & Experience
- Minimum 5 year experience working within Operations/ Contact Centre environments
- Demonstrable ability to coach and develop teams and provide regular effective feedback with clear action plans to maximise performance
- Proven track record of consistently achieving operational goals
- Demonstrated ability to analyse and improve work processes; establish a course of action for self and others to drive continuous improvement
- Work well under pressure and enjoys a ever changing environment
- Excellent communication skills, both written and verbal.
- Ability to effectively present information to large groups as well as senior management stakeholders. You should love preparing a deck!
If this sounds like you and you want to work for a fast-paced, ever-growing, exciting and fun company please apply.
Agency recruiters will not be used to fill this position.
Menulog prides itself on its positive culture. We value openness and transparency. While it is not necessarily a determining or disqualifying factor for any role, Menulog may require you to complete a Criminal Background Check.
About Menulog
Menulog is an app-based food delivery service offering Australians the greatest choice of restaurants and cuisines. Menulog connects millions of active customers with many local restaurants across Australia.
Born in Australia more than 16 years ago, Menulog is now part of Just Eat Takeaway.com, a leading global online food delivery marketplace.
As the Menulog business continues to grow at an impressive rate, we’re always on the lookout for energetic, talented and passionate people to join our ever-growing team. We’re a fast-paced, forward-thinking, entrepreneurial business, providing an incredible working environment as well as fantastic opportunities for career development and growth.
We provide a flexible work environment and a number of employee benefits, including allowance for Menulog meals, flexible working arrangements, birthday leave, paid parental leave, free training courses, mental health programs and more.
Diversity, Inclusion & Belonging
No matter who you are, what you look like, who you love, or where you are from, you can find your place at Menulog. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.
Take a look at our I,D&B approach here!
