Operations Manager, New Verticals

At Deliveroo, our mission is to transform the way people shop and eat, bringing the neighbourhood to your door by connecting customers, restaurants, shops and riders. We give people the opportunity to buy what they want, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly 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 ownership, and we are always looking for new ideas.

The Team

The Quality and Cost team is part of the New Verticals Strategy & Operations team and reports into the Director of Growth, Strategy & Operations (New Verticals). We are responsible for shaping the strategy to drive service quality and optimise cost-control ensuring we maximise business profitability whilst driving the best possible customer satisfaction. Our work is project-based and is a mix of process optimisation and strategy construction and execution. Starting from key strategic questions, we use data and analysis to drive the right decisions before supporting execution with cross-functional teams. In addition, the team owns performance management for New Verticals, including target-setting, goals and OKRs, and regular performance reporting through weekly and monthly business reviews.

As such, the team offers a strong balance between high-impact strategic problem solving and seeing the real-world impact of your work. The culture within the New Verticals team is informal, fast-paced, and entrepreneurial. Given the growth of the business and exposure to senior stakeholders, progression in the team can be fast.

The Role

This role reports into the Senior Operations Manager for NV. You will be responsible for developing and scaling strategic initiatives that drive operational excellence and enable commercial performance, with a focus on improving customer outcomes while maximising cost efficiency.

You will lead the design and implementation of operational strategies, processes, and frameworks that drive improvements across quality metrics and cost efficiency. Key responsibilities include executing go-to-market processes for new partner product features, developing and delivering quality and cost strategies, acting as the operational subject matter expert for standardised training across internal teams, and owning business-as-usual reporting alongside ad hoc operational deep dives.

Success will require close collaboration with cross-functional stakeholders, including Commercial, Product & Tech, Operations, and Legal, to ensure effective product launches and the development of scalable standard operating procedures, training programmes, tools, and resources.

Key questions this role will address include:

• How do we maintain high service levels during periods of rapid growth and change?

• How can we scale products and processes across markets to drive sustainable operational improvements?

• What levers can we pull to bring KPIs back on track?

• What standardised strategies can increase partner engagement and improve service performance at scale?

Qualities We’re Looking For

1. DECISIVE AND INFLUENTIAL: ​you should thrive in a fast-paced environment, and be comfortable with making fast decisions, even in times of ambiguity and based on intuition. You are comfortable making recommendations and communicating them across the business persuasively. More importantly, you must have a strong desire to galvanise action within Deliveroo, thinking about the big picture but also not afraid to get into the weeds of a problem to get things done.

2. ANALYTICAL AND COLLABORATIVE: ​there will be number-crunching involved, but your role will also be about aligning and empowering local teams to execute against the central strategy – you’ll need to see the bigger picture and understand how your insights are aligned with the direction the business is heading in and how best to engage internal teams on the journey.

3. STRATEGIC AND OPERATIONAL: you will need to excel in building relationships with local commercial teams, and internal teams and understand how best to engage and drive high priority strategic and operational initiatives. You will need to build a deep understanding of the Deliveroo quality metrics and operational best practice as well as have an understanding of site level grocery and retail operations.

Profile

We are looking for someone who:

• Has at least 3+ years of experience in a Grocery/Retail company, focussed on operational excellence

• Enjoys building relationships and working with a wide range of internal and external stakeholders

• Is adept at conducting 80/20 analysis, drawing out operational insights from both on the ground and quantitative analysis/research; with the ability to present findings and recommendations persuasively

• Has an entrepreneurial mindset and is willing to roll their sleeves up and get stuck into driving towards operational excellence and having a bias for action

Requirements

• Strong communication skills with the ability to influence others

• Strong operational acumen (i.e. experience creating and driving operational improvement plans across multi-cross functional teams)

• Strong quantitative (excel) and qualitative (slides, docs) toolkit

• London-based with a minimum of three days required in the office

• Strong bias for action and experience in grocery and retail operations

Nice-to-have

• A mix of both site operations and strategy based operational implementation and process optimisation

• Experience in driving strategic priorities across global remote teams

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 companies in an incredibly exciting space.