Senior Operations Manager - Partner Experience and Efficiency

Location - Manchester (Hybrid)

The Global Partner Operations team

The Marketplace support team supports our customers, partners and riders from all sides of the marketplace and the operations team owns agent performance, continuous improvement, change, and transformation. Our focus is improving Partner experience whilst delivering efficiencies in our frontline operations.

In this role you'll be involved in these key areas:

• Managing channel, queue and team leader/ agent performance across our teams servicing UKI and SG Partners.
• Identifying trends in performance and conducting root cause analysis (e.g. Vendor and Team Leader/agent productivity) to drive improved performance.
• Helping define new metrics, targets and best practices to drive improvements in Partner experience (e.g. first touch resolution)
• Present market performance updates and strategic implications to executive leadership.
• Identify Operational efficiencies that can be gained through automation and process improvements.
  
  

What You’ll Be Doing

• 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 SG Partners.
• 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.
• Insight Generation: Translating raw performance data and market trends into actionable insights and strategic recommendations for senior decision-makers.
• New Metric Development: Collaborating with stakeholders to research, define, pilot, and implement new service metrics (e.g., specific definitions for "First Touch Resolution" or "Partner Effort Score") that better reflect partner experience and business objectives.
• Target Setting: Establishing challenging yet realistic performance targets and benchmarks for teams, channels, and vendors based on data analysis and industry best practices.
• Best Practice Documentation: Documenting and disseminating successful processes, operational standards, and agent/team leader best practices across the UKI and SG partner-servicing teams.
• 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 LOBs as well as Partner Operations.

Requirements

We are looking for someone who:

• Has 5+ years’ experience as a Senior Operations Manager in a fast-moving and dynamic company
• Operational performance management in both an in-house and outsourced 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
  
  

Why Deliveroo?

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

Benefits And Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation. We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.