The team

United Kingdom & Ireland (UK&I) is the largest business for Deliveroo and is at the forefront of strategic, commercial and operational innovation. Departments include commercial, operations and marketing, and teams in the UK&I partner with global departments such as product, technology and consumer to achieve 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 a leader for our biggest commercial partners, you will develop the strategy for the Partner Operations team to guide partners on how to provide a great delivery experience today, but also create value for all team members in the mid to long term.

You will report into the Director of Operations, UKI and work with senior commercial and product team members to improve customer experience, create operational and financial efficiencies, and provide valuable business and operational insights to partners. You will balance big projects with incremental improvements and simplify complex concepts to partners. You will need to have lots of people management experience, commercial awareness and be passionate about working with our partners to achieve a mutual goal. This a hybrid role based in the London office.

Main responsibilities

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

• Improve 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 team members
• Be an expert while defining the long-term vision for the function to lead multi-year benefits for all sides of the Deliveroo marketplace

2. Promote our our 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 goals are in consideration of Deliveroo's
• Seek out areas for improvement, propose solutions, and implement in a considered manner while managing team member communications
• Balance resources needed for short-term incremental wins with longer-term and higher impact projects
• Use relationships when aligning outcomes with partners, including commercial skills and rigorous operational proposals
• Positively influence the marketplace through improvements guided by working collaboratively with Deliveroo's biggest restaurant and grocery partners

3. Lead the Partner Operations department, promoting it as a clear value generator

• Develop beyond the 'service function' to become a 'value generator' with a clear set of goals mapped to the needs of the wider business
• Align the aims of the Partner Operations team with those of other departments within the business, set clear interactions, guardrails, and metric scorecards
• Encourage a "test and learn" mentality in the team to ensure you are achieving results at the company level and ensure a 'learn quick and fail cheaply' approach is taken to iterative plans
• 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 and 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

• Position yourself as a leader within the UKI Leadership Team
• Manage many team members and projects in a structured way while providing detailed updates at an appropriate pace 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
• Lead and motivate great talent within the Partner Operations department

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, as they want it.

We are a technology-driven company at the forefront of the most expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy 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 multiple great 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 exciting space.