SMB Program 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><h2><strong>The Role</strong></h2> <p>As a Program Manager for our Operational Support team, you will lead the design and delivery of large-scale programmes across the SMB Hub — from structured engagement frameworks to communications and change initiatives — that keep the Hub's commercial priorities moving and measurable. As a Program Manager, you will work closely with Sales, New Partner Experience (NMX), Account Management and Partner Support leads to ensure the right initiatives land at the right time, applying a recognised delivery methodology to keep programmes on track.</p> <p>This is an ideal role for an individual with strong project and time management skills who can manage multiple concurrent programmes end-to-end, while also designing long-term frameworks that drive lasting change across a large, fast-moving operation.</p> <div style="min-height: 1.2em; margin-top: 0; margin-bottom: 0;"> </div> <h2><strong>The Team</strong></h2> <p>The SMB Hub brings together our commercial teams — Sales, New Partner Experience (NPX), Account Management and Partner Support — responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners across Europe, supported through our in-house contact centre in Manchester and third-party providers.</p> <p>The Operational Support team is the glue that holds the Hub together. Within the team, we own workforce management (WFM), commercial excellence, tooling and automation — and this role is central to delivering change, ensuring effective communication throughout the Hub, and driving commercial excellence for our partners and the Hub as a whole.</p> <div style="min-height: 1.2em; margin-top: 0; margin-bottom: 0;"> </div> <h2><strong>Core Responsibilities</strong></h2> <p><strong>Programme & Change Management</strong></p> <ul> <li> <p>Lead end-to-end delivery of large-scale SMB initiatives — from scoping and governance through to sign-off, communications and reporting — so senior teams can track commercial impact.</p> </li> <li> <p>Apply a consistent, recognised methodology (PRINCE2 or Six Sigma) to give initiatives clear milestones, risk management and quality control.</p> </li> <li> <p>Design and embed a structured engagement framework for the Hub, defining how initiatives are prioritised, resourced and measured.</p> </li> </ul> <p><strong>Strategic Planning</strong></p> <ul> <li> <p>Translate Hub priorities into actionable delivery plans that support commercial objectives, such as Ad revenue growth and partner adoption of Ads and Offers.</p> </li> <li> <p>Monitor delivery and engagement metrics (e.g. Peakon, adoption rates) and use the insight to adjust plans, manage risk and support decision-making.</p> </li> <li> <p>Collaborate with senior leadership across Sales, NMX and Account Management to align delivery capacity with Hub priorities.</p> </li> </ul> <p><strong>Stakeholder Engagement & Communication</strong></p> <ul> <li> <p>Own the SMB communications strategy — channel ownership, sequencing and accountability — to improve clarity and consistency of key messages.</p> </li> <li> <p>Produce clear, structure