Partner Operations Manager

The Merchant excellence team supports accountable for supporting restaurant and retail partners across all markets with key onboarding and lifecycle tasks, acting as their operational support team once they’re live on the platform.

The team:

• Manages partner contacts across live and non‑live channels globally, with UKIE representing the largest share of demand.

• Handles admin and technical tasks for SMB, Mid‑Market and National partners (e.g. account and menu creation, menu edits, tablet installation and troubleshooting, photography, compliance actions like DAC7, refund disputes, and inbound phone/chat support).

• Acts as the sole point of contact for self‑serve partners after they “graduate” from early‑life onboarding, working closely with New Partner Experience and Account Management teams.

Operationally, most day‑to‑day volume is handled by third‑party vendors aligned by language and market, with in‑house L2 teams owning complex queries, escalations, and performance management across markets.

In this role you'll be involved in these key areas:

1. Managing channel, queue and team leader/ agent performance across our in-house teams in Manchester, UK and Milan, Italy.

2. Identifying trends in performance and conducting root cause analysis (e.g. Team Leader/agent productivity) to drive improved performance.

3. Helping define new metrics, targets and best practices to drive improvements in Merchant experience (e.g. first touch resolution)

4. Present market performance updates and strategic implications to executive leadership.

5. Identify Operational efficiencies that can be gained through automation and process improvements.

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We are looking for someone who:

• Proven experience as an Operations Manager in a fast-moving and dynamic company

• Operational performance management in an in-house set-up.

• Is detail and action orientated, with experience of leading performance improvement projects (e.g. root cause analysis / backlog reduction strategies)

• Is comfortable leading updates and can speak up when working with more senior stakeholders and partners

• Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating reports across systems

• Takes personal accountability for quality and accuracy of their work

• Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential

• Proven track record of managing and developing effective Team Leaders

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!