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Operations Project Manager - Hop

Deliveroo UK

Location: Greater London

Job Type: Full time


Deliveroo HOP

We launched Deliveroo HOP in September 2021 as our ultra-fast, quick-commerce grocery delivery service. Our mission is to deliver groceries and an expanding range of non-food goods to customers around the world in as little as minutes; from the weekly shop to a last minute dinner party or a late night snack. Working with trusted grocers, Deliveroo HOP brings customers the very best products at lightning speed.

We are building a network of stores across London, the UK and are live in 5 markets worldwide. Partnered with a variety of retail partners, each of our stores is staffed with a team who have been trained to manage the operations and pick and pack orders in record time, with Deliveroo's rider network completing all deliveries.

We are also expanding our Hop business model, including our Hop As A Service model and small partner relationships.

The Role

You will report to the Global Training Manager, HOP. You will make data-driven diagnoses for improvement opportunities across site operations, compliance and people related topics (E.g. Pick Speed, Order Accuracy, Wastage, Shrink, Compliance, Absence Management), making recommendations, and driving and tracking improvements over time.

You will manage the end-to-end management of a variety of projects to ensure excellence in our operations and continuous improvements to our site operational, compliance and people processes.

You will need to be comfortable working with agility at pace, often in the grey, dealing with changing priorities or direction. You will work independently, with confidence and keep your respective projects progressing in a state of continuous improvement.

You will be in regular communication with senior stakeholders, and the involved parties in new or reviewed processes. This will require keeping all related and involved parties updated on the progress of projects at all stages. This will also involve presenting to senior colleagues, writing project briefs and proposals, developing procedural documents and supporting training materials, and influencing colleagues across multiple departments to ensure support and implementation of projects.

You will be based in our London (HQ) Offices.


  • Determine and define project scope, manage project progress, and ensure appropriate course correction where needed
  • Determine goals and success measures for each project and ensure a close level of management throughout the project lifecycle
  • Manage a detailed project schedule and work plan, ensuring this document remains up-to-date with changes of priority, goals, partners or timeframes
  • Establish relationships with other teams across the business (site operations teams, supply chain, local markets, tech, marketing) to guarantee an aligned approach across project teams, and unblock issues where they arise
  • Work cross functionally across multiple departments, markets and teams to develop and roll out relevant process
  • You will manage more than one project at once, prioritising across competing issues
  • You will provide project updates to multiple stakeholders about strategy, adjustments, and progress
  • You will identify surfacing important issues, dependencies and potential timeline risks to senior stakeholders (e.g. tech delays, contracting issues with a potential new partner )
  • Improve our processes to ensure we learn from every project, and get faster and more streamlined every time
  • Measure project success and tangible impact to identify ongoing areas for improvement and ensure ongoing operational improvement


  • 3+ years of relevant experience in project management, consultancy or relevant industry role
  • Experience leading projects including multiple teams and working cross-departmentally
  • Experience managing end-to-end projects, from initial scoping, through to completion, and post implementation wash up
  • Experience analysing, working with and extracting important information from large amounts of data, in particular experience working with data models
  • Experience developing and working with procedural operational documents. Specifically, standard operating procedures and operating models
  • Experience leading strategy-based projects to resolve complex issues to deliver strategic and operating success
  • Experience running multiple projects and prioritise own work to bring maximum impact at the required deadlines
  • Agile working practices
  • Experience managing Partners expectations
  • Proficiency with Microsoft excel (can perform complex functions) or Google Sheets, and Microsoft PowerPoint or Google Slides
  • Experience in logistics, retail or grocery is not required but is preferable
  • Project management qualifications (For example, Lean 6 Sigma, PMP or similar)
  • Note: You will be UK-based but may require some travel

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer different great benefits in areas including health insurance, dental insurance and life insurance, family, finance (pension), community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander.