Operations Manager - New Partner Experience @Deliveroo

Overview

The role of Operations Manager for the New Partner Experience team involves overseeing and developing operational teams while designing long-term strategic frameworks to enhance commercial performance. The position is based in Manchester and supports the SMB teams that manage relationships with independent restaurant and retail partners across Europe.

Key Responsibilities

• Guide daily activities across operational functions, ensuring service excellence and adherence to performance targets.
• Lead change initiatives and collaborate with other functions to support agents in achieving partner outcomes.
• Coach, mentor, and develop team members focused on continuous improvement.
• Define medium to long-term strategies into actionable business plans to drive revenue growth, profitability, and efficiency.
• Monitor KPIs and financial metrics to adjust processes and support strategic planning.
• Communicate strategic plans and operational insights to various stakeholders.
• Support day-to-day operations and ensure teams meet commercial objectives.
• Design and implement strategic initiatives within the contact centre.
• Manage a team of Onboarding Agents and act as a mentor to junior leads.

Requirements

• Minimum 3 years of experience in driving performance improvements.
• Minimum 5 years of experience in people leadership roles.
• Experience working within contact centre environments.
• Strong organizational and stakeholder management skills.
• Excellent written and verbal communication skills.
• Ability to lead complex plans and achieve outcomes in a fast-paced environment.
• Innovative thinking with attention to detail.

Benefits

Deliveroo offers a dynamic work environment focused on solving real-world problems with opportunities for quick implementation of ideas, personal growth through challenges, and a culture geared towards collaboration and continuous learning.

Location

Remote within the United Kingdom.

How to Apply

Please visit the company’s careers page to submit your application.

Deadline

Not specified.