L4: Operational Excellence Manager – Partner Operations (Manchester, Hybrid)

Are you passionate about driving operational efficiency and transforming processes at scale? Deliveroo is looking for an Operational Excellence Manager to join our Partner Operations team and lead process innovation across our global markets. If you thrive in a fast-paced, insight-driven environment and want to shape the future of partner experience, we want to hear from you.

Responsibilities: 

As a key member of our team, you’ll:

• Lead global process improvement projects that enhance service delivery and partner satisfaction

• Map end-to-end processes and identify opportunities for automation and efficiency gains

• Own and evolve our Salesforce chatbot to reduce contact volumes and empower frontline agents through AI

• Align operational practices and process standards across all markets

• Collaborate closely with stakeholders, using data and insights to solve pain points and improve outcomes

• Contribute to our 24/7 on-call support rotation, ensuring marketplace care standards are met

Requirements: 

We’re looking for someone with:

• A strong track record in end-to-end process mapping and continuous improvement

• Experience measuring and communicating the impact of operational changes

• Excellent stakeholder management and data-led decision making

• B2B experience – essential for success in this role

• Familiarity with partner support tools like PSC is a plus

The Details

Location: Hybrid, 3 days/week in our Manchester office

Travel: Occasional travel across the year may be required

On-Call: Part of a 24/7 rota, approx. 2 weeks per quarter

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.