1 day ago

Global Head of Mx Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Lead the strategic direction and performance of a ~80-person global partner support operation for Deliveroo’s marketplace. Build the global partner operations strategy (including in-house vs. BPO site selection), influence product and technology roadmaps with a “voice of the merchant,” and drive KPI frameworks across managers and vendors. Serve as a trusted advisor to SLT/C-suite through data-driven operational deep dives, foster a high-performance, learning-focused culture, and join a 24/7 on-call rota (~2 weeks/quarter).

Location: Manchester

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Own the global partner operations strategy, including site selection and the balance between in-house and outsourced (BPO) solutions.
•Partner with Product and Technology to shape the roadmap, identify agent pain points, and advocate for self-service vs. agent-led channels.
•Set and deliver department-level targets for a ~80-person global operation and design KPI frameworks to hold managers and vendors accountable.
•Act as a trusted advisor to SLT and C-suite, leading operational deep dives and presenting data-driven solutions.
•Manage performance and culture (including Peakon), mentor future leaders, and participate in a 24/7 on-call rota (~2 weeks per quarter).

Key Requirements

•Significant leadership experience scaling a large-scale, international contact centre or operational environment.
•Proven track record building and scaling customer care organisations in fast-paced, consumer-facing tech businesses.
•Experience managing “managers of managers,” implementing performance initiatives, and driving engagement across multi-site setups.
•Proficiency in CRM systems (e.g., Salesforce) and strong analytical skills (Excel pivot tables, INDEX MATCH), with SQL a major plus.
•Exceptional communication skills to build trust with local market senior leadership and global executive stakeholders.

Experience:Contact centerCustomer careConsumer-facing techOperations

Skills:CommunicationStakeholder managementPeople managementMentorshipContinuous learning

Tech Stack:SalesforceExcelINDEX MATCHSQLCRM

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: 3.4

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Deliveroo

1 day ago

Global Head of Mx Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Manchester

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Own the global partner operations strategy, including site selection and the balance between in-house and outsourced (BPO) solutions.
•Partner with Product and Technology to shape the roadmap, identify agent pain points, and advocate for self-service vs. agent-led channels.
•Set and deliver department-level targets for a ~80-person global operation and design KPI frameworks to hold managers and vendors accountable.
•Act as a trusted advisor to SLT and C-suite, leading operational deep dives and presenting data-driven solutions.
•Manage performance and culture (including Peakon), mentor future leaders, and participate in a 24/7 on-call rota (~2 weeks per quarter).

Key Requirements

•Significant leadership experience scaling a large-scale, international contact centre or operational environment.
•Proven track record building and scaling customer care organisations in fast-paced, consumer-facing tech businesses.
•Experience managing “managers of managers,” implementing performance initiatives, and driving engagement across multi-site setups.
•Proficiency in CRM systems (e.g., Salesforce) and strong analytical skills (Excel pivot tables, INDEX MATCH), with SQL a major plus.
•Exceptional communication skills to build trust with local market senior leadership and global executive stakeholders.

Experience:Contact centerCustomer careConsumer-facing techOperations

Skills:CommunicationStakeholder managementPeople managementMentorshipContinuous learning

Tech Stack:SalesforceExcelINDEX MATCHSQLCRM

Company Brief

Deliveroo

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: 3.4

Website LinkedIn Glassdoor