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The Partner Operations Manager role sits within Deliveroo's Global Merchant Excellence team, which provides operational support to restaurant and retail partners across all markets. This team manages partner contacts globally, handles administrative and technical tasks for SMB through National-tier partners (account creation, menu management, tablet support, compliance), and serves as the primary point of contact for self-serve partners post-onboarding.
In this position, you will manage channel, queue, and team leader/agent performance across in-house teams in Manchester (UK) and Milan (Italy). Key responsibilities include daily/weekly monitoring of KPIs across chat, email, and phone channels; conducting root cause analysis on performance trends; identifying operational patterns in team and channel performance; and developing data-driven presentations for executive leadership on market performance and strategic implications.
You will define new metrics and targets to improve merchant experience (e.g., first-touch resolution, merchant effort score), establish performance benchmarks based on industry best practices, and document best practices across UKI and EU in-house teams. A significant focus is identifying operational efficiencies through automation and process improvements—auditing workflows, proposing RPA or self-service solutions, and collaborating with technology teams to pilot and roll out improvements.
The role requires proven operations management experience in fast-moving environments, with demonstrated success leading performance improvement projects and managing/developing team leaders. You should be detail-oriented, action-focused, comfortable presenting to senior stakeholders, and proficient with CRM systems (Zendesk/Salesforce) and reporting tools. Strong analytical skills (Excel, pivot tables, INDEX MATCH) are essential; SQL is desirable. You'll take personal accountability for work quality and accuracy, and be prepared to extend these activities to other lines of business as needed.
