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
Top Skills
What We Do
Depop is the community-powered fashion marketplace to buy and sell circular fashion, with over 30 million registered users in more than 150 countries. Depop is a place for anyone to discover and celebrate their style on their own terms, and to feel good about their fashion choices by extending the lives of millions of garments. The company was founded in 2011 and is headquartered in London with offices in Manchester and New York. Depop has approximately 400 employees dedicated to its mission of building the world’s most diverse progressive home of fashion, that’s kinder on the planet and kinder to people. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company. Depop is an equal opportunity employer. Our mission is to build the world’s most diverse progressive home of fashion. To do this, we encourage people from underrepresented communities to apply. We celebrate diversity and are committed to creating an inclusive environment for all employees. We’re continuing to build recruitment processes that are fair and welcome requests for reasonable adjustments required throughout your interview experience with us. Depop supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets
