The Global Merchant Excellence team
The Merchant excellence team supports accountable for supporting restaurant and retail partners across all markets with key onboarding and lifecycle tasks, acting as their operational support team once theyâre live on the platform.
The team:
Manages partner contacts across live and nonâlive channels globally, with UKIE representing the largest share of demand.
Handles admin and technical tasks for SMB, MidâMarket and National partners (e.g. account and menu creation, menu edits, tablet installation and troubleshooting, photography, compliance actions like DAC7, refund disputes, and inbound phone/chat support).
Acts as the sole point of contact for selfâserve partners after they âgraduateâ from earlyâlife onboarding, working closely with New Partner Experience and Account Management teams.
Operationally, most dayâtoâday volume is handled by thirdâparty vendors aligned by language and market, with inâhouse L2 teams owning complex queries, escalations, and performance management across markets.
In this role you'll be involved in these key areas:
Managing channel, queue and team leader/ agent performance across our in-house teams in Manchester, UK and Milan, Italy.
Identifying trends in performance and conducting root cause analysis (e.g. Team Leader/agent productivity) to drive improved performance.
Helping define new metrics, targets and best practices to drive improvements in Merchant experience (e.g. first touch resolution)
Present market performance updates and strategic implications to executive leadership.
Identify Operational efficiencies that can be gained through automation and process improvements.
What youâll be doing
Monitoring and Tracking: Daily/weekly monitoring of key performance indicators (KPIs) for channels (e.g., chat, email, phone), service queues, team leaders, and individual agents across UKI and EU.
Root Cause Analysis (RCA): Conducting deep dives and methodical investigations to identify the fundamental reasons behind performance trends (e.g., analysing agent productivity, training gaps, system errors, or vendor operational issues).
Trend Identification: Analysing data to spot emerging or recurring patterns in team and channel performance, service demand, and partner feedback.
Developing and delivering clear, data-driven presentations on current market performance (likely related to partner satisfaction or service delivery) and the strategic impact of those results to executive leadership.
Insight Generation: Translating raw performance data and market trends into actionable insights and strategic recommendations for senior decision-makers.
New Metric Development: Collaborating with stakeholders to research, define, pilot, and implement new service metrics (e.g., specific definitions for "First Touch Resolution" or âMerchant Effort Score") that better reflect merchant experience and business objectives.
Target Setting: Establishing challenging yet realistic performance targets and benchmarks for teams based on data analysis and industry best practices.
Best Practice Documentation: Documenting and disseminating successful processes, operational standards, and agent/team leader best practices across the UKI and EU servicing in-house teams..
Opportunity Identification: Auditing existing workflows and processes to pinpoint areas where operational efficiencies can be achieved (e.g., manual data entry, handoffs between teams).
Automation Scoping: Proposing and evaluating potential automation solutions (e.g., RPA, self-service tools, AI-assisted routing) to reduce manual effort and improve service speed.
Implementation Support: Collaborating with technology and operations teams to pilot, test, and roll out approved process improvements and automation initiatives.
All these activities may extend to other LOBs as well as Partner Operations.
Requirements
We are looking for someone who:
Proven experience as an Operations Manager in a fast-moving and dynamic company
Operational performance management in an in-house set-up.
Is detail and action orientated, with experience of leading performance improvement projects (e.g. root cause analysis / backlog reduction strategies)
Is comfortable leading updates and can speak up when working with more senior stakeholders and partners
Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating reports across systems
Takes personal accountability for quality and accuracy of their work
Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential
Proven track record of managing and developing effective Team Leaders
Why Deliveroo?
Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.
We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. Weâre a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.
Benefits and 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.
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