REQUIREMENTS

5+ years of experience in a customer care or service environment
3+ years of proven experience in designing and delivering training that drives measurable results
Experience managing external BPO vendor relationships and trainer performance
Strong communication and stakeholder management skills
Comfortable working cross-functionally in a fast-paced, evolving environment
Organised, adaptable, and outcome-oriented
Fluent in English (spoken and written)
Travel may be required This is a maternity cover position, with potential for future opportunities depending on business needs

WHY DELIVEROO

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

THE ROLE

We’re looking for a strategic and proactive Training & Programme Excellence Manager to join our team on a maternity cover contract (August- April). In this role, you’ll lead the development and delivery of training, while also managing a sprint-based cycle of improvement initiatives that support both agent performance and care programme quality.
You’ll collaborate closely with stakeholders across Operations, Process, Quality, and Content, amongst other Deliveroo departments, to ensure training is aligned with evolving business priorities. Using data insights and team feedback, you’ll help drive meaningful, measurable improvements — empowering our people and enhancing the experience for our customers.
This is a hybrid role - 3 days per week in the office

WHAT YOU’LL BE DOING

You’ll create engaging onboarding and upskilling experiences, manage vendor trainer performance, and drive continuous improvements that boost agent performance and customer satisfaction
In this role, you’ll also lead quarterly improvement initiatives, adapt training based on data and feedback, and ensure smooth rollout of new processes through clear communication and cross-functional collaboration
Delivering workshops and training programmes that improve behaviours, technical proficiency, and customer experience outcomes
Monitoring the impact of training on agent performance and using insights to adapt programmes for greater efficiency
Driving measurable improvements in agent performance results, training effectiveness and customer satisfaction
You’ll play a critical role in ensuring smooth implementation of new processes, strong cross-functional alignment, and clear communication
Collaborate closely with Ops, Quality, Process, and Content teams to ensure training aligns with quarterly priorities
Facilitate the sharing of learnings and insights with the wider Care department to enhance team knowledge and improve customer support across the business