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Deliveroo is seeking a Senior Operations Manager to lead the New Partner Experience team in Manchester. You will oversee high-performing operational teams while designing and delivering strategic frameworks to enhance commercial performance for the Small Medium Business (SMB) segment.
You will report to the Head of New Partner Experience and manage a team of Onboarding Agents across a key European market. The SMB teams are responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners across Europe, spanning the full partner lifecycle from acquisition and onboarding through reactive support and proactive account management.
Key responsibilities include:
- Operational Leadership: Guide daily activities across operational functions, ensure service excellence and adherence to performance targets, coach and develop team members, and champion change initiatives.
- Strategic Planning: Define and translate medium to long-term strategies into actionable business plans that drive revenue growth, profitability, and efficiency. Monitor KPIs and financial metrics to inform strategic decision-making.
- Stakeholder Engagement: Drive transformation and continuous improvement initiatives, communicate strategic plans and performance insights to executive teams and frontline staff, and partner with central teams to build robust implementation plans.
- Contact Centre Operations: Support day-to-day operations of the in-house Manchester contact centre and third-party providers, design and implement strategic initiatives with cross-functional alignment, and deliver the operational strategy for the EU hub.
You will transform insights into actionable growth plans, implement product launches, identify skill gaps, create local incentive programs, and act as a mentor to junior Team Leads.
Required qualifications include strong organizational skills, excellent written and verbal communication, proven ability to lead complex projects against deadlines, attention to detail, proactive self-starter mentality, and exceptional stakeholder management. Desired experience includes minimum 3 years driving performance improvements, minimum 5 years in people leadership roles, and contact centre environment experience.
This is a fast-paced role requiring the ability to balance competing priorities while remaining focused on core performance indicators. The ideal candidate is innovative, detail-oriented, and passionate about delivering initiatives that drive operational performance.
