Deliveroo · Manchester
Manufacturing & OperationsAll Cost CentersFullTimeposted 3d ago
The Global Merchant Excellence team
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:
Managing channel, queue and team leader/ agent performance across our in-house teams in Manchester, UK and Milan, Italy.
Identifying trends in performance and conducting root cause analysis (e.g. Team Leader/agent productivity) to drive improved performance.
Helping define new metrics, targets and best practices to drive improvements in Merchant experience (e.g. first touch resolution)
Present market performance updates and strategic implications to executive leadership.
Identify Operational efficiencies that can be gained through automation and process improvements.
What you’ll be doing
Monitoring and Tracking: Daily/weekly monitoring of key performance indicators (KPIs) for channels (e.g., chat, email, phone), service queues, team leaders, and individual agents across UKI and EU.
Root Cause Analysis (RCA): Conducting deep dives and methodical investigations to identify the fundamental reasons behind performance trends (e.g., analysing agent productivity, training gaps, system errors, or vendor operational issues).
Trend Identification: Analysing data to spot emerging or recurring patterns in team and channel performance, service demand, and partner feedback.
Developing and delivering clear, data-driven presentations on current market performance (likely related to partner satisfaction or service delivery) and the strategic impact of those results to executive leadership.
Insight Generation: Translating raw performance data and market trends into actionable insights and strategic recommendations for senior decision-makers.
New Metric Development: Collaborating with stakeholders to research, define, pilot, and implement new service metrics (e.g., specific definitions for "First Touch Resolution" or “Merchant Effort Score") that better reflect merchant experience and business objectives.
Target Setting: Establishing challenging yet realistic performance targets and benchmarks for teams based on data analysis and industry best practices.
Best Practice Documentation: Documenting and disseminating successful processes, operational standards, and agent/team leader best practices across the UKI and EU servicing in-house teams..
Opportunity Identification: Auditing existing workflows and processes to pinpoint areas where operational efficiencies can be achieved (e.g., manual data entry, handoffs between teams).
Automation Scoping: Proposing and evaluating potential automation solutions (e.g., RPA, self-service tools, AI-assisted routing) to reduce manual effort and improve service speed.
Implementation Support: Collaborating with technology and operations teams to pilot, test, and roll out approved process improvements and automation initiatives.
All these activities may extend to other LOBs as well as Partner Operations.
Requirements
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
At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:
🔧 Make a visible impact every day Your work directly improves experiences for customers, partners and riders.
🌱 Learn fast in an entrepreneurial environment Work close to the market with autonomy, pace and real responsibility.
🧠 Build a career, not just a role Stretch yourself, develop new skills and grow as the business evolves.
🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best.
We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here.
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!