Global Head of Mx Support

Deliveroo
Manchester
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Communication","Stakeholder management","People management","Mentorship","Continuous learning"]

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).

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FursaFursa
Deliveroo
Deliveroo
1 month ago

Global Head of Mx Support

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Last checked: 27 minutes 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
Glassdoor: 3.4
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