Partner Operations Manager

<div class="content-intro"><p><strong>Our Global Structure</strong></p> <p><br>Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.</p></div><p><strong>The Global Merchant Excellence team</strong></p> <p> </p> <p>The Merchant excellence team is accountable for supporting restaurant and retail partners across all markets with key onboarding and lifecycle tasks, acting as their operational support team once they’re live on the platform.</p> <p> </p> <p>The team:</p> <p> </p> <ul> <li> <p>Manages partner contacts across live and non‑live channels globally, with UKIE representing the largest share of demand.</p> </li> <li> <p>Handles admin and technical tasks for SMB, Mid‑Market 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).</p> </li> <li> <p>Acts as the sole point of contact for self‑serve partners after they “graduate” from early‑life onboarding, working closely with New Partner Experience and Account Management teams.</p> </li> </ul> <p> </p> <p>Operationally, most day‑to‑day volume is handled by third‑party vendors aligned by language and market. Our in-house teams own complex queries, escalations, and performance management across markets.</p> <p> </p> <p>In this role you'll be involved in these key areas:</p> <p> </p> <ol> <li> <p>Managing channel, queue and team leader/ agent performance across our in-house teams in Manchester, UK and Milan, Italy.</p> </li> <li> <p>Identifying trends in performance and conducting root cause analysis (e.g. Team Leader/agent productivity) to drive improved performance.</p> </li> <li> <p>Present market performance updates and strategic implications to executive leadership.</p> </li> <li> <p>Identify Operational efficiencies that can be gained through automation and process improvements.</p> </li> </ol> <div style="min-height: 1.2em; margin-top: 0; margin-bottom: 0;"> </div> <p><strong>What you’ll be doing</strong></p> <p> </p> <ul> <li> <p><strong>Monitoring and Tracking:</strong> 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.</p> </li> <li> <p><strong>Root Cause Analysis (RCA):</strong> 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).</p> </li> <li> <p><strong>Trend Identification:</strong> Analysing data to spot emerging or recurring patterns in team and channel performance, service demand, and partner feedback.</p> </li> <li> <p><strong>Developing and delivering</strong> 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.</p> </li> <li> <p><strong>Change Management: </strong>Taking a structured approach to organisational development, process design and improvem