Community Support, Continuous Improvement Manager (12 Month FTC)

Company Description

Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com 

Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.

If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to [email protected]. For any other non-disability related questions, please reach out to our Talent Partners.

The Role

We're looking for a Continuous Improvement Manager to lead our continuous improvement function within our Community Experience organisation for a 12-month maternity cover. This role is perfect for someone who loves turning complex problems into simple solutions and has the leadership skills to bring teams along on the journey. This is an exciting time to join as we're in the middle of significant operational transformation that will shape how we support our community for years to come.

You'll be taking the reins of an established team of talented people across process improvement, training, and product operations. Reporting to the Head of Operational Excellence, you'll drive improvements that directly impact Depop users worldwide.

This is a hybrid role with a minimum requirement of 4 days per month in our London office, though we'd love to see you more often as we build strong collaborative relationships across teams.

Key Responsibilities:

Leading Strategic Change

• Own and deliver a continuous improvement roadmap, taking initiatives from discovery through to delivery with clear benefit tracking and measurement

• Lead the team through implementation of key strategic initiatives that will transform our operational capabilities

• Partner with teams across the business, such as Product and Engineering, to ensure smooth adoption of new processes and technologies

Data-Driven Improvement

• Use data from our Customer Satisfaction (CSAT) surveys and operational metrics to identify and prioritise improvement opportunities, both internally and with our Product teams

• Create dashboard views of service topics to diagnose user pain points and track the impact of improvements

Process Excellence

• Review and optimise user-facing processes to deliver more efficient resolutions

• Work with internal teams and our outsourced partners to ensure consistency and quality across all touchpoints

• Streamline customer-facing communications and develop clear guidelines for maintaining quality

• Maintain and improve high-quality training programmes

Team Leadership

• Lead and develop a team of continuous improvement professionals

• Provide guidance on improvement methodologies and change management approaches

• Ensure clear communication of changes across all levels of the Customer Experience organisation

Cross-functional Collaboration

• Partner closely with our CX Technology team to optimise Zendesk and other tools

• Lead and participate in cross-functional meetings to drive vital organisational projects forward

• Work with Product, Engineering, and other teams to solve complex user problems and fix recurring issues

What We're Looking For:

• Proven experience leading continuous improvement initiatives in a customer service or operations environment

• Strong people management experience with the ability to lead and develop a team

• Experience managing complex projects across multiple stakeholders

• Data-driven mindset with the ability to translate insights into actionable improvements

• Excellent communication skills - you can explain complex changes simply and get buy-in at all levels

• Comfortable with ambiguity and able to maintain momentum during periods of change

Bonus:

• Experience in a marketplace, e-commerce, or tech company

• Experience with Lean, Six Sigma, or similar improvement methodologies

• Background in implementing new technologies or operational capabilities

• Experience working with outsourced operations teams

• Knowledge of Zendesk or similar customer service platforms

• Understanding of AI and automation in customer service contexts

Additional Information

Health + Mental Wellbeing

• PMI and cash plan healthcare access with Bupa

• Subsidised counselling and coaching with Self Space

• Cycle to Work scheme with options from Evans or the Green Commute Initiative

• Employee Assistance Programme (EAP) for 24/7 confidential support

• Mental Health First Aiders across the business for support and signposting

Work/Life Balance:

• 25 days annual leave with option to carry over up to 5 days

• 1 company-wide day off per quarter

• Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant

• All offices are dog-friendly

• Ability to work abroad for 4 weeks per year in UK tax treaty countries

Family Life:

• 18 weeks of paid parental leave for full-time regular employees

• IVF leave, shared parental leave, and paid emergency parent/carer leave

Learn + Grow:

• Twice yearly development chats and yearly performance reviews

• Learning budget

• Upskilling our employees with company wide training workshops, materials and resources

Your Future:

• Life Insurance (financial compensation of 3x your salary)

• Pension matching up to 6% of qualifying earnings