Operations Manager - New Partner Experience

Deliveroo · Manchester - Main Officesenior

En corto

▸Liderar equipos operativos del centro de contacto en Manchester para onboarding de restaurantes y tiendas.
▸Diseñar estrategias a largo plazo que mejoren el rendimiento comercial y la eficiencia operativa.
▸Destacar por la capacidad de impulsar cambios mediante nuevas herramientas y procesos, con impacto en Europa.

Fluent English required

En ~1 minuto te damos: quién te entrevista, las preguntas probables con respuestas desde tu CV, y tu CV adaptado a esta vacante. Gratis, sin tarjeta.

¿Qué piden?

✓Experiencia comprobada liderando equipos operativos en entornos dinámicos.
✓Habilidad para traducir estrategias en planes de acción concretos.
✓Capacidad para analizar KPIs y métricas financieras para tomar decisiones.
✓Excelentes habilidades de comunicación con equipos y líderes senior.
✓Proactividad en identificar mejoras en procesos y herramientas.
✓Experiencia en onboarding y soporte a socios comerciales (restaurantes/tiendas).

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

Contact CentreOperational LeadershipPerformance TargetsCross-Team CollaborationChange ManagementStrategic PlanningKPI MonitoringFinancial MetricsProduct LaunchesLocal Incentives

¿A quién escribirle en Deliveroo?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

The Role As a Senior Operations Manager for our New Partner Experience team you will oversee and develop high-performing operational teams while designing and delivering long-term strategic frameworks to enhance commercial performance. As an Operations Manager, you will work closely with the function leads to ensure the operation is both efficient and high performing. You will strive for excellence by understanding stakeholder requirements and support on delivering operational initiatives that drive performance. Based in Manchester and reporting to the Head Of New Partner Experience, this is an ideal role for an individual who has experience in delivering a number of support roles that enables large operations to run smoothly whilst also being able to design and implement long term initiatives that drive change. The Team The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in a number of markets across Europe, ensuring that they continue to grow and operate efficiently. The SMB team spans the full life-cycle of partner interactions from initial acquisition, on-boarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester and in collaboration with our third-party contact centre providers. Responsibilities Operational Leadership & Team Management Guide daily activities across operational functions, ensuring service excellence, adherence to performance targets, and seamless cross-team collaboration Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in delivering the right partner outcomes Coach, mentor, and develop team members, cultivating an inclusive and accountable environment focused on continuous improvement. Strategic Planning Define and translate medium to long-term strategies into actionable business plans that drive commercial objectives—such as revenue growth, profitability, and efficiency. Monitor KPIs and financial metrics, using insights to adjust processes, manage risk, and support strategic decision-making and effective planning processes Collaborate with senior leadership to align commercial strategy with operational capabilities and resource allocation Stakeholder Engagement & Communication Drive transformation and continuous improvement initiatives, integrating new technologies and operational models that support commercial targets. Communicate strategic plans, performance trends, and operational insights to executive teams, commercial partners, and frontline staff What You’ll Be Doing Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success in order to deliver our monthly, quarterly and annual commercial objectives Designing and implementing new strategic initiatives across the centre ensuring cross functional alignment and coaching teams to embed new ways of working. Transforming insights into actionable, measurable, and resilient growth plans Delivering the operational strategy for the EU hub, ensuring local programs are executed efficiently including but not limited to implementation of product launches, identifying skill gaps, creating and implementing local incentives that drive performance. Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in acquiring new partners Partnering with the central teams to build robust plans that support driving change in the hub; through better engagement, improved efficiencies or increased capabilities. Manage a team of Onboarding Agents across one of Deliveroos key markets. Acting as a mentor and senior lead to junior Team Leads.

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