Partner Operations Manager
Role Overview
The team supports restaurant and retail partners globally with onboarding and lifecycle tasks and provides operational support after partners are live.
It manages partner contacts and administrative or technical tasks, including account and menu work, tablet support, photography, compliance actions, refund disputes, and inbound support.
Third-party vendors handle most day-to-day volume, while in-house L2 teams own complex queries, escalations, and performance management.
Key Skills for This Role
Full Job Posting
The Global Merchant Excellence Team
The team supports restaurant and retail partners globally with onboarding and lifecycle tasks and provides operational support after partners are live.
It manages partner contacts and administrative or technical tasks, including account and menu work, tablet support, photography, compliance actions, refund disputes, and inbound support.
Third-party vendors handle most day-to-day volume, while in-house L2 teams own complex queries, escalations, and performance management.
Role Focus
- Manage channel, queue, Team Leader, and agent performance across in-house teams in Manchester and Milan.
- Identify performance trends and conduct root cause analysis to improve productivity and reduce operational issues.
- Define metrics, targets, and best practices that improve merchant experience and service delivery.
- Present market performance updates and strategic implications to executive leadership.
- Identify operational efficiencies through process improvement and automation.
What You Will Do
- Monitor KPIs for channels, service queues, Team Leaders, and individual agents across UKI and EU.
- Investigate performance trends involving productivity, training gaps, system errors, or vendor issues.
- Analyze service demand and partner feedback to identify recurring patterns.
- Deliver data-driven performance presentations and translate findings into recommendations.
- Research, define, pilot, and implement service metrics such as First Touch Resolution or Merchant Effort Score.
- Set performance targets and benchmarks based on analysis and best practices.
- Document and share operational standards and successful Team Leader or agent practices.
- Audit workflows, identify efficiency opportunities, and evaluate automation solutions.
- Collaborate with technology and operations teams to test and roll out process improvements and automation.
Requirements
- Proven experience as an Operations Manager in a fast-moving and dynamic company.
- Experience with operational performance management in an in-house setup.
- Experience leading performance improvement projects, including root cause analysis or backlog reduction.
- Ability to lead updates and communicate confidently with senior stakeholders and partners.
- Knowledge of CRM systems and experience creating reports across systems.
- Personal accountability for quality and accuracy.
- Solid analytical background, including Excel pivot tables and INDEX MATCH.
- SQL skills are highly desirable but not essential.
- Proven experience managing and developing effective Team Leaders.
About Deliveroo
Deliveroo describes its work as solving real-world problems in a changing three-sided marketplace.
The company highlights visible impact, entrepreneurial learning, career development, and collaborative teams.
Hiring Process
- The interview process typically includes three to four stages.
Company Structure and Inclusion
Deliveroo is part of DoorDash and may involve collaboration with DoorDash and Wolt teams, systems, and leaders.
The company states its commitment to equality of opportunity and an inclusive workplace.
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