Operations Manager - New Partner Experience

About this role

The Role As a Senior Operations Manager for our New Partner Experience team 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. 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. 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. What You’ll Need to Thrive 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 Join Us? At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to: 🔧 Solve meaningful problems at real scale Work on a complex, always-on marketplace that impacts millions every day. 🌱 See your impact, fast Ship, test and improve ideas quickly in a low-hierarchy, high-ownership environment. 🧠Grow through challenge and ownership Take on big, ambiguous problems and accelerate your career with strong support. 🌎A culture built for builders High standards, collaboration, flexible working and continuous learning. We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here. Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. Diversity, Equity and Inclusion At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.