Senior Operations Manager - New Partner Experience (SMB Hub)

Overview

Senior Operations Manager - New Partner Experience (SMB Hub) at Deliveroo. This role leads and develops high-performing operational teams and designs long-term frameworks to enhance commercial performance. Based in Manchester and reporting to the Head Of New Partner Experience.The Company

Deliveroo is a multi-award winning, international food business and a leading technology company. Our mission is to transform how customers eat by delivering great food quickly and reliably.The Team

The Small Medium Business (SMB) teams manage Deliveroo’s relationships with thousands of independent restaurant and retail partners across Europe, covering onboarding, support and proactive account management. The SMB team operates from a Manchester contact centre and collaborates with third-party providers.The Role

As Senior Operations Manager you will oversee and develop operational teams, design strategic frameworks, and drive performance initiatives. You will work with function leads to ensure efficient, high-performing operations and deliver long-term initiatives that drive change. This role is based in Manchester and reports to the Head Of New Partner Experience.Core Responsibilities

Operational Leadership and Team Management: guide daily activities across operational functions, ensure service excellence, meet performance targets, and enable cross-team collaboration.Change Leadership: identify new ways of working, collaborate with other Deliveroo functions, and ensure tools and content support agents in delivering the right partner outcomes.Team Development: coach, mentor, and develop team members to foster an inclusive, accountable environment focused on continuous improvement.Strategic Planning: translate medium- to long-term strategies into actionable plans that drive commercial objectives (revenue growth, profitability, efficiency).Performance Monitoring: track KPIs and financial metrics, use insights to adjust processes, manage risk, and support decision-making.Stakeholder Engagement and Communication: drive transformation initiatives and communicate plans and insights to executive teams, partners, and frontline staff.New Partner Experience Initiatives: design and implement strategic initiatives across the centre, ensuring cross-functional alignment and coaching teams to embed new ways of working.Growth and Operational Strategy: transform insights into growth plans and deliver the operational strategy for the EU hub, including product launches and local incentives that drive performance.Partner Acquisition Support: collaborate with central teams to build plans that drive change in the hub with better engagement, efficiencies, or capabilities.Team Leadership: manage a team of Onboarding Agents across Deliveroo’s key markets and mentor junior team leads.The Candidate

This fast-paced role requires balancing competing priorities while focusing on core performance indicators. The candidate should be passionate about delivering initiatives that drive performance, innovative in approach, detail-oriented, and skilled at stakeholder management.Required Skills

Strong organisational skills to balance multiple priorities in a live operational environmentExcellent written and verbal communicationProven ability to lead and deliver complex plans to deadlines with clear prioritisationAttention to detail with ability to create long-term solutionsSelf-starter, proactive, and future-focusedExceptional stakeholder management with resilience and maturityDesired Experiences

Minimum 3 years in a role focused on driving performance improvementsMinimum 5 years in people leadershipExperience in Contact Centre environmentsWhy Deliveroo?

We are a technology-driven company at the forefront of a rapidly expanding industry. We value autonomy and ownership and seek new ideas. Our mission is to be the definitive food company and to make eating convenient and accessible.Workplace and Diversity

Deliveroo prioritises welfare and offers competitive benefits across health, family, finance, community, growth, time away, and relocation. We strive for a diverse and inclusive workplace where everyone can bring their authentic ..... full job details .....