Operations Manager - New Partner Experience

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The Role As a Senior Operations Manager for our New Partner Experience team you will oversee and develop high-performing operational teams while designing and delivering long-term strategic frameworks to enhance commercial performance. As an Operations Manager, you will work closely with the function leads to ensure the operation is both efficient and high performing. You will strive for excellence by understanding stakeholder requirements and support on delivering operational initiatives that drive performance. Based in Manchester and reporting to the Head Of New Partner Experience, this is an ideal role for an individual who has experience in delivering a number of support roles that enables large operations to run smoothly whilst also being able to design and implement long term initiatives that drive change. The Team The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in a number of markets across Europe, ensuring that they continue to grow and operate efficiently. The SMB team spans the full life-cycle of partner interactions from initial acquisition, on-boarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester and in collaboration with our third-party contact centre providers. Core Responsibilities Operational Leadership & Team Management Guide daily activities across operational functions, ensuring service excellence, adherence to performance targets, and seamless cross-team collaboration Championing change and leading on identifying new ways of working in collaboration with other Deliveroo functions to ensure we have the right tools and content to support our agents in delivering the right partner outcomes Coach, mentor, and develop team members, cultivating an inclusive and accountable environment focused on continuous improvement. Strategic Planning D