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Deliveroo seeks a Head of Merchant Excellence to lead its global partner support operation. Based in Manchester with hybrid work (3 days in-office), you will oversee a ~80-person team across the UK and Italy, reporting to the Merchant Leadership team.
You will own the strategic direction and operational performance of Merchant Excellence, balancing high-level executive engagement with granular performance management. Key responsibilities include: architecting the global Partner Operations strategy, including site selection and in-house vs. outsourced (BPO) decisions; partnering with Product and Technology to shape roadmaps and advocate for merchant needs; setting and achieving department-level KPIs while holding functional managers and vendors accountable; acting as a trusted advisor to the Senior Leadership Team on operational issues; fostering a high-performance culture with emphasis on experimentation and continuous learning; and participating in a 24/7 on-call rota (~2 weeks per quarter).
You will be the voice of the merchant, identifying pain points in agent workflows and influencing decisions between self-service and agent-led support channels. You'll surface operational friction and drive cross-functional collaboration with Product, Legal, and Finance to address root causes.
Ideal candidates have significant leadership experience scaling large international contact centers or operational environments in consumer-facing tech. You should excel at building trust with local market senior management and global executives, with exceptional communication skills and the ability to write concise strategic documents. Proven experience managing "managers of managers," implementing performance initiatives, and driving engagement across multi-site setups is essential. Technical proficiency with CRM systems (e.g., Salesforce), strong analytical skills (Excel, pivot tables, INDEX MATCH), and SQL knowledge are valued. You thrive in fast-paced, high-stakes environments and are detail-oriented, action-focused, and relentless about continuous improvement.
