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Deliveroo is seeking an Operations Manager to lead programme and change delivery for the SMB Hub, a commercial operations team managing relationships with thousands of independent restaurant and retail partners across Europe. Reporting to the Head of Operational Support, you will design and execute large-scale initiatives—from structured engagement frameworks to communications and change programmes—that drive commercial priorities and measurable impact.
You will work cross-functionally with Sales, New Partner Experience, Account Management, and Partner Support teams to ensure initiatives land at the right time with the right resources. The Operational Support team owns workforce management, commercial excellence, tooling, and automation; this role is central to delivering change, ensuring effective communication, and driving commercial excellence across the Hub.
Core responsibilities include leading end-to-end delivery of SMB initiatives with clear governance, milestones, and risk management using PRINCE2 or Six Sigma methodology. You will translate Hub priorities into actionable delivery plans supporting commercial objectives such as ad revenue growth and partner adoption of new features. You'll monitor delivery and engagement metrics, adjust plans based on insights, and collaborate with senior leadership to align delivery capacity with priorities.
You will own the SMB communications strategy—channel ownership, sequencing, and accountability—to improve clarity and consistency of key messages. You'll produce structured reporting that translates operational detail into decisions for senior stakeholders and act as the conduit between multiple functions, keeping a wide stakeholder group aligned and informed.
The role requires managing multiple concurrent programmes in a live, fast-moving environment while maintaining sight of the bigger picture. You'll champion change, identify new ways of working, partner with commercial excellence teams to build robust plans, and link delivery directly to commercial outcomes. You'll identify risks and inconsistencies early, escalating and problem-solving with appropriate autonomy.
Required skills: strong project and programme management experience (ideally PRINCE2 or Six Sigma certified), excellent time management across multiple workstreams, strong written and verbal communication for diverse audiences including senior leadership, proven ability to lead complex plans against deadlines with clear prioritisation, comfort working with data and metrics to evidence impact, and a collaborative approach to cross-functional delivery.
Desired experience: 3+ years in project/programme delivery, operations, or comparable environment; Six Sigma or PRINCE2 certification; experience delivering communications, engagement, or change initiatives at scale; experience in commercial or contact-centre operating environments.
