Partner Operations Manager

Our Global Structure

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.

Partner Operations Manager

The Global Merchant Excellence team

The Merchant excellence team is 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. Our in-house teams own 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.
• 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.
• Change Management: Taking a structured approach to organisational development, process design and improvement and, system development in line with organisational goals and targets.
• Insight Generation: Translating raw performance data and market trends into actionable insights and strategic recommendations for senior decision-makers.
• Target Setting: Establishing challenging yet realistic performance targets and benchmarks for teams based on data analysis and industry best practices.
• 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 LOB's as well as Merchant Operations.

Our Global Structure

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.

Diversity, Equity and Inclusion

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!

Diversity, Equity and Inclusion

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!

Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring — learn more about DASH Brands' legitimate recruiting process at careersatdoordash.com/recruitment-scam-awareness.