indeed
Partner Operations Manager
Deliveroo
Manchester, GBR
Full-time
Onsite
Discovered 1 weeks ago
Partner operationsOperational performance managementKPI monitoring and reportingRoot cause analysisPerformance improvement projectsData analysis
Free
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Partner operationsOperational performance managementKPI monitoring and reporting
Role Overview
The team supports restaurant and retail partners globally with onboarding and lifecycle tasks and provides operational support after partners are live.
It manages partner contacts and administrative or technical tasks, including account and menu work, tablet support, photography, compliance actions, refund disputes, and inbound support.
Third-party vendors handle most day-to-day volume, while in-house L2 teams own complex queries, escalations, and performance management.
Key Skills for This Role
Partner operationsOperational performance managementKPI monitoring and reportingRoot cause analysisPerformance improvement projectsData analysis
Full Job Posting
The Global Merchant Excellence Team
The team supports restaurant and retail partners globally with onboarding and lifecycle tasks and provides operational support after partners are live.
It manages partner contacts and administrative or technical tasks, including account and menu work, tablet support, photography, compliance actions, refund disputes, and inbound support.
Third-party vendors handle most day-to-day volume, while in-house L2 teams own complex queries, escalations, and performance management.
Role Focus
- Manage channel, queue, Team Leader, and agent performance across in-house teams in Manchester and Milan.
- Identify performance trends and conduct root cause analysis to improve productivity and reduce operational issues.
- Define metrics, targets, and best practices that improve merchant experience and service delivery.
- Present market performance updates and strategic implications to executive leadership.
- Identify operational efficiencies through process improvement and automation.
What You Will Do
- Monitor KPIs for channels, service queues, Team Leaders, and individual agents across UKI and EU.
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