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DeliverooGlobal Head of Mx Support
Deliveroo is seeking a Global Head of Mx Support to join its team in Manchester. Working in a hybrid format requiring three days per week in…
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About This Role
Deliveroo is seeking a Global Head of Mx Support to join its team in Manchester. Working in a hybrid format requiring three days per week in the office, this role oversees the operational performance and strategic direction of an international operation consisting of approximately eighty people across the UK and Italy. The position sits within the Merchant Leadership team, focusing on partner support strategy, site selection, and the balance between…
Job Description
Deliveroo is seeking a Global Head of Mx Support to join its team in Manchester. Working in a hybrid format requiring three days per week in the office, this role oversees the operational performance and strategic direction of an international operation consisting of approximately eighty people across the UK and Italy. The position sits within the Merchant Leadership team, focusing on partner support strategy, site selection, and the balance between internal and outsourced BPO solutions. The ideal candidate is an experienced operations leader capable of navigating complex environments and influencing global product and policy.
The role involves partnering with technology and product teams to represent the voice of the merchant, setting department targets, and holding functional managers and vendors accountable. Candidates will advise the C-suite and Senior Leadership Team, participate in a twenty-four-seven on-call rotation for roughly two weeks per quarter, and drive employee engagement and performance development initiatives. Deliveroo is now part of DoorDash, offering opportunities to collaborate across DoorDash and Wolt systems and teams.
Responsibilities
- Formulate and direct the global strategy for Partner Operations, determining site selection and balancing internal and outsourced solutions
- Collaborate with Product and Technology groups to influence the roadmap, advocate for self-service versus agent-led channels, and voice merchant perspectives
- Establish and meet department-wide performance targets for a team of roughly eighty professionals across the UK and Italy
- Hold functional managers and vendors accountable to key performance indicators
- Advise the C-suite and Senior Leadership Team by presenting data-driven solutions to operational problems through deep dives
- Foster a high-performance culture, manage employee satisfaction initiatives, and mentor future leaders
- Take part in a twenty-four-seven on-call rotation for about two weeks per quarter
- Surface operational friction and work with Finance, Legal, and Product teams to resolve root causes
Requirements
- Significant leadership experience within a large-scale, international contact centre or operational environment
- Proven ability to build and scale customer care organisations inside fast-paced consumer-facing technology companies
- Exceptional communication skills to build trust with local market senior management and global executives
- Proficiency in CRM platforms such as Salesforce and strong analytical abilities using Excel pivot tables and INDEX MATCH
- Experience managing managers of managers, rolling out performance initiatives, and driving engagement across multi-site setups
- Ability to author concise project documents bridging technical operations with executive strategy
Qualifications
- Practical SQL skills are considered a major plus
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This role is based in the Manchester office with a hybrid work pattern requiring three days in-office per week.
What is the employment type?
The posting does not specify the employment type.
What salary does this position offer?
The salary is not stated in the job posting.
What are the key technical skills required?
Candidates need proficiency in CRM systems like Salesforce, solid analytical skills in Excel including pivot tables and INDEX MATCH, while SQL skills are noted as a major plus.
Sample Interview Questions
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