Director of Partner Operations

Deliveroo UK

Location: Greater London

Job Type: Full time


The team

United Kingdom & Ireland (UK&I) is the largest business for Deliveroo and is at the forefront of strategic, commercial and operational innovation. Functions include commercial, operations and marketing, and teams in the UK&I partner closely with global functions such as product, technology and consumer to deliver results for our customers.

The role

The Director of Partner Operations is the driving force in ensuring that Deliveroo continues to strengthen its position as a leader in the restaurant and grocery delivery market. As the operational leader for the company's biggest commercial partners, you will develop and deploy the strategy for the Partner Operations function in order to guide partners on how to provide a great delivery experience today, but additionally drive significant value for all stakeholders in the mid to long term.

You will work closely with senior commercial and product stakeholders to improve customer experience, drive operational and financial efficiencies, and provide valuable business and operational insights to partners. Your ability to balance big initiatives with incremental improvements and communicate complex concepts to partners will be key to success. You will need to demonstrate strong leadership and people management skills, business acumen, communication and negotiation abilities.

Key responsibilities

1. Develop and define a future strategy for Partner Operations whilst tirelessly working to improve existing processes and ways of working

  • Innovate on current ways of working for both partners and Deliveroo to define a future approach to automation, scalability, sustainability, cost reduction, and service delivery improvement for all sides of the Deliveroo marketplace
  • Set a mid to long-term strategy for the Partner Operations team and represent the function in discussions with senior stakeholders
  • Be a thought leader while defining the long-term vision for the function to drive multi-year benefits for all sides of the Deliveroo marketplace

2. Drive business performance for both Deliveroo and our commercial partners

  • Be a subject matter expert on rider and partner operations, technically and psychologically, identifying relevant information required to make decisions and presenting that information in a concise, logical, and compelling manner
  • Manage the interests of customers, riders, and restaurants in every decision, ensuring a smooth logistics network and that partner KPIs are aligned to Deliveroo’s
  • Seek out areas for improvement, propose innovative solutions, and execute in a timely and considered manner while managing stakeholder communications
  • Balance resources needed for short term incremental wins with longer-term and higher impact projects and initiatives
  • Leverage relationships when aligning business outcomes with partners, including effective negotiation skills and rigorous and robust operational proposals
  • Positively impact the overall marketplace through improvements driven by working collaboratively and cross-functionally with Deliveroo's biggest restaurant and grocery partners

3. Manage and lead the Partner Operations function, embedding it as a clear value generator

  • Develop beyond the 'service function' to become a 'value generator' with a clear set of objectives and goals mapped to the needs of the wider business
  • Align the aims of the Partner Operations team with those of other functions within the business, set clear interactions, guardrails, and metric scorecards
  • Encourage a "test and learn" mentality in the team to enable driving results at the company level and ensure a 'learn quick and fail cheaply' approach is taken to iterative initiatives
  • Use your outstanding operational knowledge of the business and how it works today to know when you have enough insight to make-a-call and apply the 80/20 rule
  • Demonstrate a thorough understand how Deliveroo (and it’s partners) work strategically, financially, and operationally, including a sound understanding of the P&Ls, financial planning, and associated decision making

4. Leadership and management

  • Position yourself as a leader within the UKI Leadership Team
  • Manage multiple projects and stakeholders in a structured and logical way while providing detailed robust updates at an appropriate cadence both upwards and downwards
  • Run the function with a clear sense of the importance of prioritisation to achieve the greatest possible impact with given resources, with a clear remit to create business cases when pitching for additional resources
  • Inspire, manage, and motivate great talent within the Partner Operations function

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, seeking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, 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. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.

You’ve got this!