Senior Operations Manager – New Partner Experience (SMB Hub)
Job ID: R19437
Commercial
Manchester - Main Office
Permanent
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The Company
Deliveroo is a multi-award winning, international food business and one of the most successful recent technology companies to come out of the UK. We are on a mission to transform the way customers eat, just as Airbnb has for travel and Amazon has for e-commerce. Our aim is to bring great food to customers as fast as possible and in less than 30 minutes. Whether you want Pad Thai in the evening, a salad at lunch or forgot some key grocery items, we’ve got it covered.
The Team
The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in a number of markets across Europe, ensuring that they continue to grow and operate efficiently. The SMB team spans the full life-cycle of partner interactions from initial acquisition, on-boarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester and in collaboration with our third-party contact centre providers.
The Role
As Senior Operations Manager you will oversee and develop high-performing operational teams while designing and delivering long-term strategic frameworks to enhance commercial performance. As an Operations Manager, you will work closely with the function leads to ensure the operation is both efficient and high performing. You will strive for excellence by understanding stakeholder requirements and support on delivering operational initiatives that drive performance. Based in Manchester and reporting to the Head Of New Partner Experience, this is an ideal role for an individual who has experience in delivering a number of support roles that enables large operations to run smoothly whilst also being able to design and implement long term initiatives that drive change.
Core Responsibilities
Operational Leadership & Team Management
Guide daily activities across operational functions, ensuring service excellence, adherence to performance targets, and seamless cross-team collaboration
Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in delivering the right partner outcomes
Coach, mentor, and develop team members, cultivating an inclusive and accountable environment focused on continuous improvement.
Strategic Planning
Define and translate medium to long-term strategies into actionable business plans that drive commercial objectives—such as revenue growth, profitability, and efficiency.
Monitor KPIs and financial metrics, using insights to adjust processes, manage risk, and support strategic decision-making and effective planning processes
Collaborate with senior leadership to align commercial strategy with operational capabilities and resource allocation
Stakeholder Engagement & Communication
Drive transformation and continuous improvement initiatives, integrating new technologies and operational models that support commercial targets.
Communicate strategic plans, performance trends, and operational insights to executive teams, commercial partners, and frontline staff
What you’ll be doing
Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success in order to deliver our monthly, quarterly and annual commercial objectives
Designing and implementing new strategic initiatives across the centre ensuring cross functional alignment and coaching teams to embed new ways of working.
Transforming insights into actionable, measurable, and resilient growth plans
Delivering the operational strategy for the EU hub, ensuring local programs are executed efficiently including but not limited to implementation of product launches, identifying skill gaps, creating and implementing local incentives that drive performance.
Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in acquiring new partners
Partnering with the central teams to build robust plans that support driving change in the hub; through better engagement, improved efficiencies or increased capabilities.
Manage a team of Onboarding Agents across one of Deliveroos key markets.
Acting as a mentor and senior lead to junior Team Leads.
The Candidate
This is a fast-paced role which will require an individual that can balance a number of competing priorities whilst remaining focused on core performance indicators. The candidate will be passionate about delivering initiatives that drive performance across the operation and will be someone who is innovative in their approach. The successful candidate will have a keen eye for detail and will be someone who has strong stakeholder management skills.
The required skills include:
Good organisational skills with the ability to balance multiple priorities in a live operational environment
Strong written and verbal communication skills
Proven ability to lead and deliver complex plans against deadlines ensuring a clear prioritisation model is implemented
Strong eye to detail with proven ability to think outside of the box in order to create long term solutions
A self-starter; proactive & always thinking of what the next step needs to be in order to future proof
Exceptional stakeholder management, with resilience & maturity to face challenges from senior members of the business & deliver a positive outcome
The desired experiences include:
Minimum 3 years of experience in function that is focused on driving performance improvements
Minimum 5 years in people leadership roles
Experience working within Contact Centre environments
Why Deliveroo?
Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, seeking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.
Workplace & Diversity
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.
We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.
A competitive and comprehensive compensation and benefits package
1
Compensation
* We aim to pay every employee competitively for the role they are performing in their respective location
* Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
* Up to 5% matched pension contributions
2
Equity
* Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success
3
Food
* Free Deliveroo Plus: free delivery and access to special offers
* Team lunches from the best local restaurants
4
Time away
* 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
* One day of paid leave per year to volunteer with a registered charity
5
* Funded single cover healthcare on our core plan, with the option to add family members at own cost
* On-site gym (HQ), discounted external gym membership
* Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
* Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
* Life assurance
6
Work Life
* Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
* Excellent kit to enable working from home and a parent-friendly working culture
* Access to free mortgage advice
* Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
* Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
* Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
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