Partner Operations Manager at Deliveroo in Manchester, United Kingdom

Job description

• The Global Merchant Excellence team

Responsibilities

• Managing channel, queue and team leader/ agent performance across our in-house teams in Manchester, UK and Milan, Italy.
• Identifying trends in performance and conducting root cause analysis (e.g. Team Leader/agent productivity) to drive improved performance.
• Present market performance updates and strategic implications to executive leadership.
• Identify Operational efficiencies that can be gained through automation and process improvements.
• Monitoring and Tracking: Daily/weekly monitoring of key performance indicators (KPIs) for channels (e.g., chat, email, phone), service queues, team leaders, and individual agents across UKI and EU.
• Root Cause Analysis (RCA): Conducting deep dives and methodical investigations to identify the fundamental reasons behind performance trends (e.g., analysing agent productivity, training gaps, system errors, or vendor operational issues).
• Trend Identification: Analysing data to spot emerging or recurring patterns in team and channel performance, service demand, and partner feedback.
• Developing and delivering clear, data-driven presentations on current market performance (likely related to partner satisfaction or service delivery) and the strategic impact of those results to executive leadership.
• Change Management: Taking a structured approach to organisational development, process design and improvement and, system development in line with organisational goals and targets.
• Insight Generation: Translating raw performance data and market trends into actionable insights and strategic recommendations for senior decision-makers.
• Target Setting: Establishing challenging yet realistic performance targets and benchmarks for teams based on data analysis and industry best practices.
• Opportunity Identification: Auditing existing workflows and processes to pinpoint areas where operational efficiencies can be achieved (e.g., manual data entry, handoffs between teams).
• Automation Scoping: Proposing and evaluating potential automation solutions (e.g., RPA, self-service tools, AI-assisted routing) to reduce manual effort and improve service speed.
• Implementation Support: Collaborating with technology and operations teams to pilot, test, and roll out approved process improvements and automation initiatives.
• All these activities may extend to other LOB's as well as Merchant Operations.

Requirements

• Proven experience as an Operations Manager in a fast-moving and dynamic company
• Operational performance management in an in-house set-up.
• Is detail and action orientated, with experience of leading performance improvement projects (e.g. root cause analysis / backlog reduction strategies)
• Is comfortable leading updates and can speak up when working with more senior stakeholders and partners
• Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating reports across systems
• Takes personal accountability for quality and accuracy of their work
• Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential
• Proven track record of managing and developing effective Team Leaders
• Openness to travel quarterly to engage with your in house team

Skills

Required

• Operations management
• Performance management
• Root cause analysis
• Data analysis
• CRM systems (e.g., Zendesk / Salesforce)
• Report creation
• Excel (pivot tables, INDEX MATCH)
• Team leadership and development
• Communication with senior stakeholders
• Change management
• Process improvement
• Automation scoping

Preferred

• SQL

Benefits

• At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:
• 🔧 Make a visible impact every day Your work directly improves experiences for customers, partners and riders.
• 🌱 Learn fast in an entrepreneurial environment Work close to the market with autonomy, pace and real responsibility.
• 🧠 Build a career, not just a role Stretch yourself, develop new skills and grow as the business evolves.
• 🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best.