Partner Manager (Operations) at Deliveroo

PARTNER MANAGER (OPERATIONS) Location: Manchester Working pattern: Hybrid Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you. We’re looking for a Partner Manager (Operations) to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most. WHAT YOU’LL BE DOING You’ll be joining the UKIE Merchant Operations team, working at the forefront of complex and high-impact cases. You will own strategic relationships with outsourced vendors, acting as the primary liaison to drive operational excellence, performance accountability, and cultural alignment. Here’s what your day-to-day might look like: - Own end-to-end vendor relationships for the UKIE market, driving performance against rigorous KPIs and SLAs. - Lead strategic governance forums, including Weekly, Monthly, and Quarterly Business Reviews (WBRs/MBRs/QBRs) to set priorities and review results. - Act as the primary escalation point for operational issues, ensuring swift and effective resolution for our partners. - Partner with cross-functional stakeholders across Operations, Product, and Commercial teams to provide clear performance insights and reporting. - Drive continuous improvement and change by leading projects, new launches, and process optimisations within the vendor environment. WHAT YOU’LL NEED TO THRIVE Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others: - Significant experience in contact centre operations, specifically leading large-scale accounts (100+ FTE). - Proven track record in vendor or relationship management, ideally with experience managing offshore or geographically dispersed teams. - Demonstrated ability to lead governance forums and influence senior stakeholders through clear communication. - Strong analytical and commercial mindset, with the ability to turn data into actionable operational improvements. - Resilience and a solutions-focused approach to navigating fast-paced, complex marketplace environments. WHY JOIN US? At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact. - 🔧 Make a visible impact every day: Your work directly improves outcomes for customers, riders and restaurant partners. - 🌱 Grow through ownership: Take responsibility for complex cases and help shape improvements to how we operate. - 🧠 Develop deep operational expertise: Work across teams and markets to build strong regulatory and service knowledge. - 🌎 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. 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. 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!