Operations Manager - New Partner Experience

Deliveroo
Manchester
Workplace: HybridFull timeFunction: Business OperationsSkills: ["Stakeholder management","Communication","Organisational skills","Leadership","Continuous improvement"]

Oversee and develop high-performing operational teams in the New Partner Experience function, translating medium- to long-term strategies into actionable plans that improve commercial performance. Lead day-to-day contact centre operations, embed new ways of working, and monitor KPIs and financial metrics to manage risk and resource allocation. Partner with senior leadership and central teams to execute EU hub programs, manage onboarding agents, and mentor junior team leads.

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FursaFursa
Deliveroo
Deliveroo
1 day ago

Operations Manager - New Partner Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Oversee and develop high-performing operational teams in the New Partner Experience function, translating medium- to long-term strategies into actionable plans that improve commercial performance. Lead day-to-day contact centre operations, embed new ways of working, and monitor KPIs and financial metrics to manage risk and resource allocation. Partner with senior leadership and central teams to execute EU hub programs, manage onboarding agents, and mentor junior team leads.
Location: Manchester
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Oversee daily operational functions to ensure service excellence, adherence to performance targets, and cross-team collaboration.
  • •Coach, mentor, and develop team members to create an inclusive, accountable environment focused on continuous improvement.
  • •Translate medium- to long-term strategies into actionable business plans aligned to revenue growth, profitability, and efficiency.
  • •Monitor KPIs and financial metrics, using insights to adjust processes, manage risk, and support decision-making.
  • •Support contact centre operations and deliver EU hub program execution, including product launch implementation, skill gap identification, and local incentives to drive performance.

Key Requirements

  • •Minimum 3 years of experience in a performance-improvement function.
  • •Minimum 5 years in people leadership roles.
  • •Experience working within Contact Centre environments.
  • •Strong organisational skills to balance competing priorities in a live operational environment.
  • •Exceptional stakeholder management with resilience and maturity.
Experience:Contact centreOperationsMarketplace
Skills:Stakeholder managementCommunicationOrganisational skillsLeadershipContinuous improvement

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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