Strategy and Operations Senior Manager - New Partner Experience (NPX)

Strategy & Operations, Senior Manager

Location: London or Manchester

About the team

The S&O function works collaboratively across the business with teams like finance, marketing, merchant partners, sales, and our account management teams. Working in this function requires individuals to be interconnected across teams, often with more engagement with specific teams (like product, engineering, and analytics) than others.

About the role

Reporting to the Strategy and Operations Director, Acquisition and New Partner Experience, you'll work at the intersection of strategy, operations, and cross functional partnerships building the playbooks, processes and analytical foundations that support delivering the best new merchant experience across 37 countries in EMEA. As a Senior Strategy and Operations Manager, you will lead a small team of experts who have end to end responsibility for defining Deliveroo and Wolt's partner related policies and processes related to NPX and ensuring that they are being implemented and scaled as intended. You will lead thinking across EMEA on how we can ensure we are delivering a best in class experience for partners whilst also being delivered at the lowest possible cost to serve for Deliveroo. You will define the relevant end to end processes, work with functions across Deliveroo and Wolt to ensure individual steps are being followed, and lead the "go to market" with internal and external stakeholders for all changes and improvements that you make to improve the processes.

This role is ideal for someone who is energised by building from the ground up, comfortable operating with ambiguity, and excited to shape how high priority areas of the business grow. The role is location flexible within the United Kingdom, specifically London or Manchester.

What you'll be doing

• Leading NPX across EMEA: Manage a team overseeing partner onboarding (NPX) operations across UKI, EU, MENA and APAC, setting strategy, building team culture, and acting as senior escalation point.
• Owning partner onboarding end to end: Define and manage the full onboarding journey (post sale to Day 56), ensure processes are documented and consistent across markets, and own key KPIs like activation rates, churn, and menu quality.
• Driving continuous improvement: Use data to identify performance gaps, build enablement roadmaps with cross functional partners, and make the business case for investment in tools and process changes.
• Leading change management: Project manage process changes from design to adoption, working with Content, L&D and Incentives teams to ensure smooth rollout across frontline teams.
• Cross functional stakeholder leadership: Partner with Sales, Partner Support, Product and Engineering to improve handovers, escalations, and tooling, acting as a trusted advisor to senior stakeholders.

Requirements

• People Leadership: Proven experience building and developing teams, including hiring, coaching people managers, and enabling good decision making across your team.
• Strategic Thinking & Commercial Acumen: Ability to set a multi year vision, balance short term delivery with long term scalability, and translate data into commercial recommendations with clear business cases.
• Process Design & Operational Excellence: Strong skills in mapping processes, spotting inefficiencies, and applying best practice in onboarding, CRM or partner experience.
• Change Management & Delivery: Track record of leading change across multiple teams, resolving complex cross functional challenges, and driving adoption of new ways of working.
• Communication & Influence: Confident, adaptable communicator who can build trust with senior stakeholders and resolve conflict across teams; comfortable with ambiguity in a fast paced environment.
• Experience:
  • 7+ years in operations, strategy, commercial management or platform/marketplace businesses
  • Experience leading teams of managers
  • Track record of measurable performance improvement
  • Multi market/global experience and familiarity with Salesforce/CRM or partner onboarding are a plus

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, 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.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.