SMB Program Manager

As a Program Manager for our Operational Support team, you will lead the design and delivery of large-scale programmes across the SMB Hub — from structured engagement frameworks to communications and change initiatives — that keep the Hub's commercial priorities moving and measurable. As a Program Manager, you will work closely with Sales, New Partner Experience (NMX), Account Management and Partner Support leads to ensure the right initiatives land at the right time, applying a recognised delivery methodology to keep programmes on track.

This is an ideal role for an individual with strong project and time management skills who can manage multiple concurrent programmes end-to-end, while also designing long-term frameworks that drive lasting change across a large, fast-moving operation.

The Team

The SMB Hub brings together our commercial teams — Sales, New Partner Experience (NPX), Account Management and Partner Support — responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners across Europe, supported through our in-house contact centre in Manchester and third-party providers.

The Operational Support team is the glue that holds the Hub together. Within the team, we own workforce management (WFM), commercial excellence, tooling and automation — and this role is central to delivering change, ensuring effective communication throughout the Hub, and driving commercial excellence for our partners and the Hub as a whole.

Programme & Change Management

• Lead end-to-end delivery of large-scale SMB initiatives — from scoping and governance through to sign-off, communications and reporting — so senior teams can track commercial impact.
• Apply a consistent, recognised methodology (PRINCE2 or Six Sigma) to give initiatives clear milestones, risk management and quality control.
• Design and embed a structured engagement framework for the Hub, defining how initiatives are prioritised, resourced and measured.

Strategic Planning

• Translate Hub priorities into actionable delivery plans that support commercial objectives, such as Ad revenue growth and partner adoption of Ads and Offers.
• Monitor delivery and engagement metrics (e.g. Peakon, adoption rates) and use the insight to adjust plans, manage risk and support decision-making.
• Collaborate with senior leadership across Sales, NMX and Account Management to align delivery capacity with Hub priorities.

Stakeholder Engagement & Communication

• Own the SMB communications strategy — channel ownership, sequencing and accountability — to improve clarity and consistency of key messages.
• Produce clear, structured reporting that translates operational detail into decisions for senior stakeholders.
• Act as the conduit between Sales, NPX, Account Management, Partner Support and Ops, keeping a wide stakeholder group aligned and informed.

What You'll Be Doing

• Leading delivery of the Hub's structured engagement framework, defining how initiatives are prioritised and measured.
• Designing and implementing strategic communications and change initiatives, ensuring cross-functional alignment and coaching teams to embed new ways of working.
• Applying PRINCE2 or Six Sigma to bring rigour, clear milestones and risk management to SMB programmes.
• Delivering the Hub's career pathway and capability-building initiatives, connecting development and learning to progression.
• Championing change and identifying new ways of working with Sales, NPX and Account Management to ensure agents have the right tools and content.
• Partnering with the commercial excellence and central teams to build robust plans that drive change through better engagement, improved efficiency or increased capability.
• Linking delivery directly to commercial outcomes, such as Ad revenue growth and partner adoption of Ads and Offers.
• Identifying risks and inconsistencies before they affect delivery, escalating and problem-solving with appropriate autonomy.

What You'll Need to Thrive

This is a delivery-focused role that will require an individual who can manage a number of competing priorities across a live, fast-moving Hub while keeping sight of the bigger picture. The successful candidate will be structured, comfortable applying a recognised delivery methodology, and confident communicating with stakeholders at all levels, including senior leadership.

The required skills include:

• Strong project and programme management skills, ideally with a PRINCE2 or Six Sigma qualification (or clear demonstrable working knowledge)
• Excellent time management — able to prioritise, sequence and protect delivery quality across multiple workstreams
• Strong written and verbal communication skills, with the ability to flex style for different audiences, including senior stakeholders
• Proven ability to lead and deliver complex plans against deadlines, with a clear prioritisation model
• Comfortable working with data and metrics to track and evidence impact, not just activity
• A collaborative approach; able to bring the right people together across functions and build trust quickly

The desired experiences include:

• Typically 3+ years' experience in project or programme delivery, operations, or a comparable environment
• Is either Six Sigma or Prince2 methodology (or equivalent) certified (Preferred)
• Experience delivering communications, engagement or change initiatives at scale
• Experience working within a commercial or contact-centre operating environment