THE COMPANY

Deliveroo is a multi-award winning, international food business and one of the most successful recent technology companies to come out of the UK. We are on a mission to transform the way customers eat, just as Airbnb has for travel and Amazon has for e-commerce. Our aim is to bring great food to customers as fast as possible and in less than 30 minutes. Whether you want Pad Thai in the evening, a salad at lunch or forgot some key grocery items, we’ve got it covered.

WHY DELIVEROO?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, 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, seeking 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

As Senior Operations Manager you will oversee and develop high-performing operational teams while designing and delivering long-term strategic frameworks to enhance commercial performance. As an Operations Manager, you will work closely with the function leads to ensure the operation is both efficient and high performing. You will strive for excellence by understanding stakeholder requirements and support on delivering operational initiatives that drive performance. Based in Manchester and reporting to the Head Of New Partner Experience, this is an ideal role for an individual who has experience in delivering a number of support roles that enables large operations to run smoothly whilst also being able to design and implement long term initiatives that drive change.

CORE RESPONSIBILITIES

Operational Leadership & Team Management

• Guide daily activities across operational functions, ensuring service excellence, adherence to performance targets, and seamless cross-team collaboration
• Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in delivering the right partner outcomes
• Coach, mentor, and develop team members, cultivating an inclusive and accountable environment focused on continuous improvement.

Strategic Planning

• Define and translate medium to long-term strategies into actionable business plans that drive commercial objectives—such as revenue growth, profitability, and efficiency.
• Monitor KPIs and financial metrics, using insights to adjust processes, manage risk, and support strategic decision-making and effective planning processes
• Collaborate with senior leadership to align commercial strategy with operational capabilities and resource allocation

Stakeholder Engagement & Communication

• Drive transformation and continuous improvement initiatives, integrating new technologies and operational models that support commercial targets.
• Communicate strategic plans, performance trends, and operational insights to executive teams, commercial partners, and frontline staff

WHAT YOU’LL BE DOING

• Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success in order to deliver our monthly, quarterly and annual commercial objectives
• Designing and implementing new strategic initiatives across the centre ensuring cross functional alignment and coaching teams to embed new ways of working.
• Transforming insights into actionable, measurable, and resilient growth plans
• Delivering the operational strategy for the EU hub, ensuring local programs are executed efficiently including but not limited to implementation of product launches, identifying skill gaps, creating and implementing local incentives that drive performance.
• Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in acquiring new partners
• Partnering with the central teams to build robust plans that support driving change in the hub; through better engagement, improved efficiencies or increased capabilities.
• Manage a team of Onboarding Agents across one of Deliveroos key markets.
• Acting as a mentor and senior lead to junior Team Leads.