Partner Operations Manager

Deliveroo
Manchester, Milan
Workplace: OnsiteFull timeFunction: Business OperationsSkills: ["Root cause analysis","Performance improvement","Stakeholder communication","Data-driven problem solving","Accountability"]

Own day-to-day partner operations for restaurant and retail partners across markets. Manage channel, queue, and team leader/agent performance across in-house teams in Manchester (UK) and Milan (Italy), using KPI monitoring and root-cause analysis to drive improved merchant experience. Define and pilot new service metrics, set targets, communicate market performance to executive leadership, and identify automation and process improvements to increase efficiency and service speed.

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FursaFursa
Deliveroo
Deliveroo
1 day ago

Partner Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Own day-to-day partner operations for restaurant and retail partners across markets. Manage channel, queue, and team leader/agent performance across in-house teams in Manchester (UK) and Milan (Italy), using KPI monitoring and root-cause analysis to drive improved merchant experience. Define and pilot new service metrics, set targets, communicate market performance to executive leadership, and identify automation and process improvements to increase efficiency and service speed.
Location: Manchester, Milan
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Monitor KPIs across channels (chat, email, phone), service queues, team leaders, and individual agents for UKI and EU markets.
  • •Conduct deep-dive root cause analysis to identify fundamental reasons behind performance trends (including agent productivity, training gaps, system errors, and vendor issues).
  • •Translate performance data and market trends into actionable insights and strategic recommendations for senior decision-makers.
  • •Collaborate with stakeholders to research, define, pilot, and implement new service metrics (e.g., First Touch Resolution or Merchant Effort Score) and set performance targets.
  • •Identify operational efficiencies through audits of workflows and propose/evaluate automation solutions, supporting pilots and rollouts of approved process improvements.

Key Requirements

  • •Proven experience as an Operations Manager in a fast-moving, dynamic company.
  • •Operational performance management in an in-house set-up.
  • •Detail- and action-oriented approach, with experience leading performance improvement projects (e.g., root cause analysis / backlog reduction).
  • •Comfort leading updates and speaking up with senior stakeholders and partners.
  • •Knowledge of CRM systems (e.g., Zendesk or Salesforce) and experience creating reports; solid analytical skills (Excel pivot tables, INDEX MATCH); SQL desirable; experience managing and developing Team Leaders.
Experience:Fast-moving environment
Skills:Root cause analysisPerformance improvementStakeholder communicationData-driven problem solvingAccountability
Tech Stack:ZendeskSalesforceCRMExcelSQLRPAAI-assisted routingINDEX MATCH

Company Brief

Deliveroo
Deliveroo is a multinational online food and grocery delivery marketplace connecting consumers, restaurants, retailers and riders via its app and platform, operating across multiple countries with fast local delivery and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Unicorn (USD 1B+)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2013
Glassdoor
Glassdoor: 3.4
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