The opportunity
Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drive everything we do. Our Merchant Excellence team sits at the heart of Deliveroo’s marketplace—ensuring our restaurant and retail partners receive world-class support and seamless operational experiences.
What you'll do
Strategic Architecture: Recommend and own the global strategy for Partner Operations, including site selection and the balance between in-house and outsourced (BPO) solutions.
Product & Tech Influence: Partner with Product and Technology teams to shape the future roadmap. You will provide the "voice of the merchant," identifying agent pain points and advocating for self-service vs. agent-led channel strategies.
Operational Leadership: Set and achieve department-level targets for a team of c.80 colleagues. You will design the frameworks that ensure functional managers and vendors are held accountable to world-class KPIs.
Stakeholder Management: Act as a trusted advisor to the Senior Leadership Team (SLT) and C-suite. You will lead deep dives into operational issues and present clear, data-driven solutions to complex problems.
Culture & People Development: Foster a high-performance culture inclusive of experimentation and continuous learning. You will manage performance, drive employee satisfaction initiatives (Peakon), and mentor the next generation of Deliveroo leaders.
Relentless Improvement: Surface operational friction and influence stakeholders across Product, Legal, and Finance to address root causes.
What they're looking for
- On-Call Support: Participate in a 24/7 on-call rota for approximately 2 weeks per quarter to ensure our marketplace remains resilient.
- Scale Experience: Significant leadership experience in a large-scale, international contact centre or operational environment.
- Strategic Influence: Exceptional communication skills with the ability to build trust with local market senior management and global Exec stakeholders.
- Operational Rigor: A proven track record of building and scaling customer care organisations in fast-paced, consumer-facing tech businesses.
