Merchant 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><div id="model-response-message-contentr_65aa5495b6fbab29" class="markdown markdown-main-panel md-content enable-luminous-fast-follows enable-updated-hr-color stronger tutor-markdown-rendering"> <h2 data-path-to-node="0">Merchant Operations Manager</h2> <div>Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Operations team is the engine room of Deliveroo’s marketplace—ensuring our three-sided network of consumers, riders, and restaurant and grocery partners runs seamlessly every day. From optimizing delivery logistics to driving operational excellence across high-volume partners, we solve complex problems at scale to power growth across our markets. If you thrive in fast-paced, high-impact environments and want to shape the future of a global marketplace—this is the team for you.</div> <br> <div>We’re looking for a Merchant Operations Manager to join our London team. This is a hybrid role. In this role, you’ll help us improve the delivery operations associated with our largest and highest volume restaurant and grocery partners, ensuring seamless partner launches and optimal delivery performance.</div> <br> <div>Get to know our <a class="ng-star-inserted" href="https://careers.deliveroo.co.uk/operations/" target="_blank">Operations</a> team — what drives us, how we work, and what you can expect.</div> <br> <h3 data-path-to-node="5">What You’ll Be Doing</h3> <div>You’ll be joining the Partner Operations team within the UKI Operations department. We focus on improving the customer experience for orders placed with our largest and highest volume restaurant and grocery partners across the UK and Ireland.</div> <br> <div>Here’s what your day-to-day might look like:</div> <br> <ul data-path-to-node="8"> <li> <div><strong data-path-to-node="8,0,0" data-index-in-node="0">Drive delivery operational excellence:</strong> Proactively diagnose, resolve, and report on operational bottlenecks for high-volume partners, testing and scaling systematic solutions cross-functionally.</div> </li> <li> <div><strong data-path-to-node="8,1,0" data-index-in-node="0">Champion partner feedback in Product:</strong> Collaborate closely with Product teams to ensure the voice of the partner is embedded into new feature development and lead rollout across internal and external stakeholders.</div> </li> <li> <div><strong data-path-to-node="8,2,0" data-index-in-node="0">Lead partner expansion and launches:</strong> Own operational readiness for expanding existing partners and rolling out new sites, ensuring high operational performance from day one.</div> </li> <li> <div><strong data-path-to-node="8,3,0" data-index-in-node="0">Partner with Commercial teams:</strong> Attend partner Monthly and Quarterly Business Reviews to provide operational updates, align KPIs, and equip commercial leads with tools to improve site performance.</div> </li> <li> <div><strong data-path-to-node="8,4,0" data-index-in-node="0">Deliver impactful cross-functional projects:</strong> Lead high-impact strategic initiatives (such as Back to Basics and Pay for Performance frameworks), using data to build compelling business cases for senior stakeholders.</div> </li> </ul> <h3 data-path-to-node="10">What You’ll Need to Thrive</h3> <div><strong data-path-to-node="11" data-index-in-node="0">Essential</strong></div> <br> <ul data-path-to-node="12"> <li> <div><strong data-path-to-node="12,0,0" data-index-in-node="0">Proven stakeholder management & influence:</strong> Track record of developing strong working relationships with internal and external partners, with demonstrated ability to gain buy-in for strategic initiatives.</div> </li> <li> <div><strong data-path-to-node="12,1,0" data-index-in-node="0">Structured project management:</strong> Demonstrated experience managing complex, cross-functional projects and stakeholders in a structured, logical way to deliver measurable outcomes.</div> </li> <li> <div><strong data-path-to-node="12,2,0" data-index-in-node="0">Data-driven analytical skills:</strong> Strong capability to navigate complex data, identify key operational insights, and present clear, compelling business cases.</div> </li> <li> <div><strong data-path-to-node="12,3,0" data-index-in-node="0">Proactive problem solver:</strong> Inquisitive mindset with a proven ability to challenge the status quo, diagnose operational gaps, and test scalable solutions.</div> </li> <li> <div><strong data-path-to-node="12,4,0" data-index-in-node="0">Negotiation & commercial acumen:</strong> Ability to align operational performance with commercial strategy, leveraging relationships and robust proposals during partner negotiations.</div> </li> </ul> <h3 data-path-to-node="14">Why Join Us?</h3> <div>At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together