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DeliverooPartner Operations Manager
Deliveroo is hiring a full-time Partner Operations Manager, on-site in Manchester. The role sits within the Global Merchant Excellence group, which looks after restaurant and retail…
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About This Role
Deliveroo is hiring a full-time Partner Operations Manager, on-site in Manchester. The role sits within the Global Merchant Excellence group, which looks after restaurant and retail partners once they are live, covering their onboarding and ongoing admin needs. Routine partner contact is largely handled by third-party vendors organised by language and market, while in-house staff take on the harder queries, escalations and performance work across regions. The manager oversees performance…
Job Description
Deliveroo is hiring a full-time Partner Operations Manager, on-site in Manchester. The role sits within the Global Merchant Excellence group, which looks after restaurant and retail partners once they are live, covering their onboarding and ongoing admin needs. Routine partner contact is largely handled by third-party vendors organised by language and market, while in-house staff take on the harder queries, escalations and performance work across regions.
The manager oversees performance across channels, queues, team leaders and agents in the in-house teams based in Manchester and Milan. That means tracking key metrics for chat, email and phone, looking into why trends move, and running root cause analysis on issues such as agent productivity, training gaps, system faults and vendor problems. The role also sets realistic targets and benchmarks, briefs senior leaders on market performance and what it means strategically, and identifies where automation or process changes would save effort. Some work may extend to other business lines and to Merchant Operations.
Candidates should have run operations in a fast-moving company and managed performance in an in-house setting. Experience leading improvement projects, such as root cause analysis or clearing backlogs, is expected, along with a record of growing team leaders. The posting asks for confidence giving updates to senior people, working knowledge of CRM tools such as Zendesk or Salesforce, and solid analysis skills including pivot tables and INDEX MATCH in Excel. SQL is highly desirable but not essential. Travel once a quarter to spend time with the in-house teams is part of the role.
Responsibilities
- Track daily and weekly KPIs for chat, email and phone, plus queue health and team leader and agent results across the UK, Ireland and EU
- Run root cause analysis on performance trends, such as agent productivity, training gaps and vendor issues
- Analyse data to spot emerging patterns in team performance, demand and partner feedback
- Brief executive leadership on market performance and its strategic implications
- Set challenging but realistic targets and benchmarks for teams
- Audit workflows to find efficiency gains and scope automation or self-service options
- Support pilots and rollouts of approved process and automation changes
Requirements
- Earlier spell running operations in a quick-moving business
- Performance management experience in an in-house operation
- Experience leading improvement projects, such as root cause analysis or backlog reduction
- Confidence giving updates and speaking up with senior stakeholders and partners
- Working knowledge of CRM systems such as Zendesk or Salesforce, and experience building cross-system reports
- Solid analytical background, with skills in Excel pivots and INDEX MATCH
- Record of managing and developing team leaders
- Willingness to travel once a quarter to spend time with the in-house team
Qualifications
- SQL skills (highly desirable, not essential)
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the Partner Operations Manager role based?
The posting lists the role as full-time and on-site in Manchester. It oversees in-house teams in Manchester and Milan.
What tools and skills does the role need?
The posting asks for CRM knowledge, such as Zendesk or Salesforce, and analytical skill in Excel. SQL is listed as highly desirable.
Does the role involve travel?
Yes. The candidate should be open to travelling once a quarter to engage with the in-house team.
Is a salary stated?
The posting does not specify a salary.
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