Partner Operations Manager

Deliveroo · Manchester - Main Officemid

In short

▸Gestiona el rendimiento operativo de equipos en Reino Unido e Italia para partners de restaurantes y tiendas.
▸Analiza datos, resuelve problemas y mejora procesos mediante automatización y métricas.
▸Punto clave: trabajas con equipos in-house y terceros para optimizar la experiencia del partner.

Fluent English required

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What they ask for

✓Experiencia previa como Operations Manager en entornos ágiles.
✓Capacidad para análisis de datos y raíz de problemas (RCA).
✓Habilidades de comunicación para presentar resultados a la alta dirección.
✓Experiencia con métricas de servicio (KPIs, primera resolución, etc.).
✓Conocimiento en procesos de onboarding y operación de partners.
✓Capacidad para liderar iniciativas de mejora continua y automatización.

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ChatEmailPhoneService QueuesKPIsRoot Cause Analysis (RCA)Data-Driven PresentationsFirst Touch ResolutionMerchant Effort ScoreAutomation Solutions

Who should you write to at Deliveroo?

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Partner Operations Manager The Global Merchant Excellence team The Merchant excellence team supports accountable for supporting restaurant and retail partners across all markets with key onboarding and lifecycle tasks, acting as their operational support team once they’re live on the platform. The team: Manages partner contacts across live and non‑live channels globally, with UKIE representing the largest share of demand. g. account and menu creation, menu edits, tablet installation and troubleshooting, photography, compliance actions like DAC7, refund disputes, and inbound phone/chat support). Acts as the sole point of contact for self‑serve partners after they “graduate” from early‑life onboarding, working closely with New Partner Experience and Account Management teams. Operationally, most day‑to‑day volume is handled by third‑party vendors aligned by language and market, with in‑house L2 teams owning complex queries, escalations, and performance management across markets. In this role you'll be involved in these key areas: Managing channel, queue and team leader/ agent performance across our in-house teams in Manchester, UK and Milan, Italy. g. Team Leader/agent productivity) to drive improved performance. 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. , chat, email, phone), service queues, team leaders, and individual agents across UKI and EU. , 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. , specific definitions for "First Touch Resolution" or “Merchant Effort Score") that better reflect merchant experience and business objectives. Target Setting: Establishing challenging yet realistic performance targets and benchmarks for teams 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 EU servicing in-house teams.. , manual data entry, handoffs between teams). , 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: Proven experience as an Operations Manager in a fast-moving and dyna

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