The Team

The Premium and Automated Care team sits at the heart of Marketplace Support, managing our AI chatbot and our most valuable Customer Care operations. We’re hiring maternity cover to support a key role that leads training and continuous improvement across this high-performing team.

Our mission is to deliver seamless, high-quality support through both human and automated channels. We operate in a fast-paced, collaborative environment where curiosity, clarity, and action drive performance. Training is central to empowering our people and scaling operational excellence.

The Role

We’re looking for a strategic and proactive Training & Programme Excellence Manager to join our team on a maternity cover contract (August- April). In this role, you’ll lead the development and delivery of training, while also managing a sprint-based cycle of improvement initiatives that support both agent performance and care programme quality.

You’ll collaborate closely with stakeholders across Operations, Process, Quality, and Content, amongst other Deliveroo departments, to ensure training is aligned with evolving business priorities. Using data insights and team feedback, you’ll help drive meaningful, measurable improvements — empowering our people and enhancing the experience for our customers.

This is a hybrid role - 3 days per week in the office

What You’ll Be Doing

• You’ll create engaging onboarding and upskilling experiences, manage vendor trainer performance, and drive continuous improvements that boost agent performance and customer satisfaction

• In this role, you’ll also lead quarterly improvement initiatives, adapt training based on data and feedback, and ensure smooth rollout of new processes through clear communication and cross-functional collaboration

• Delivering workshops and training programmes that improve behaviours, technical proficiency, and customer experience outcomes

• Monitoring the impact of training on agent performance and using insights to adapt programmes for greater efficiency

• Driving measurable improvements in agent performance results, training effectiveness and customer satisfaction
  You’ll play a critical role in ensuring smooth implementation of new processes, strong cross-functional alignment, and clear communication

• Collaborate closely with Ops, Quality, Process, and Content teams to ensure training aligns with quarterly priorities

• Facilitate the sharing of learnings and insights with the wider Care department to enhance team knowledge and improve customer support across the business

Requirements

• 5+ years of experience in a customer care or service environment

• 3+ years of proven experience in designing and delivering training that drives measurable results

• Experience managing external BPO vendor relationships and trainer performance

• Strong communication and stakeholder management skills

• Comfortable working cross-functionally in a fast-paced, evolving environment

• Organised, adaptable, and outcome-oriented

• Fluent in English (spoken and written)

• Travel may be required This is a maternity cover position, with potential for future opportunities depending on business needs

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.