Head of Operational Support at Deliveroo: Manchester, England

Role Overview

As the Head of Operational Support at Deliveroo's Manchester office, you will play a pivotal role in driving the performance of our Small Medium Business (SMB) teams. This 12-month fixed-term contract offers a unique opportunity to shape the operational landscape of our contact centers and support our commercial teams in achieving their goals.

Reporting to the SMB Commercial Director for UKI & EU, you will lead a cross-functional team of Operational Support Leads, working collaboratively to overcome the challenges faced by our inside sales and account management teams. Your responsibilities will span strategic planning, process optimization, technology deployment, and stakeholder management.

A Day in the Life

Your day as Head of Operational Support will be dynamic and multifaceted. You might start by analyzing performance data to identify trends and gaps in our SMB contact centers. Following this, you could be collaborating with the Revenue Operations team to develop and implement new strategies for course correction. The afternoon could involve stakeholder meetings, representing the needs of the SMB contact centers to commercial leaders and central teams.

You will also be responsible for building core enabling capabilities, overseeing agent onboarding and training, and ensuring the effective deployment of sales and contact center technologies. The role also includes working on Go-To-Market processes, ensuring changes are embedded effectively across Deliveroo.

Why Manchester?

Manchester is Deliveroo's main office for SMB operations. The city provides access to a diverse talent pool and is a central hub for business and technology. Being located in Manchester allows you to work closely with key stakeholders and drive operational improvements directly from the heart of the business.

Career Path

This role offers a fantastic opportunity to make a significant impact on Deliveroo's SMB operations. Successful completion of the 12-month contract can lead to various career paths within Deliveroo, including:

• Permanent Head of Operational Support
• Senior Manager in Revenue Operations
• Commercial Director
• Strategic Consulting Roles

The skills and experience gained in this role are highly transferable and will position you for success in a variety of leadership and strategic roles.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package for this role, reflecting the importance of the position and the skills required. While the exact salary is not disclosed, it will be commensurate with experience. Benefits may include:

• Healthcare benefits
• Well-being programs
• Parental leave policies
• Pension scheme
• Generous holiday allowance
• Employee discounts on Deliveroo orders
• Professional development opportunities
• Flexible working arrangements
• Company social events
• Cycle to work scheme
• Employee assistance program
• Life insurance
• Subsidized gym membership

Deliveroo Culture

Deliveroo fosters a dynamic and collaborative work environment. We are passionate about food and technology, and we are committed to delivering the best possible experience to our customers, riders, and restaurant partners. We value innovation, teamwork, and a can-do attitude.

Our employees are encouraged to take ownership of their work and make a real difference to the business. We offer opportunities for personal and professional growth, and we celebrate success together.

How to Apply

To apply for the Head of Operational Support position, please submit your resume and cover letter through the Deliveroo careers website. Be sure to highlight your relevant experience in contact center operations, strategic project management, and stakeholder management. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

1. What is the duration of the fixed-term contract?

   The contract is for a period of 12 months.

2. What are the key responsibilities of the role?

   Key responsibilities include defining the operating vision for SMB Contact Centers, delivering strategic projects, building enabling capabilities, and managing stakeholders.

3. What skills and experience are required for this position?

   We are looking for candidates with experience in consultancy, strategy, or operational roles, ideally in a contact center environment. Strong communication, leadership, and analytical skills are also essential.

4. What is the reporting structure for this role?

   The Head of Operational Support reports to the SMB Commercial Director for UKI & EU.

5. What is the work environment like at Deliveroo?

   Deliveroo offers a dynamic and collaborative work environment with a focus on innovation, teamwork, and a can-do attitude.

6. Are there opportunities for professional development at Deliveroo?

   Yes, Deliveroo offers opportunities for personal and professional growth, including training programs and mentorship opportunities.

7. What benefits are offered to employees at Deliveroo?

   Benefits may include healthcare benefits, well-being programs, parental leave policies, a pension scheme, and employee discounts on Deliveroo orders.

8. Is this role remote friendly?

   No, this role is based in the Manchester office.

9. What is the interview process like?

   The interview process typically involves an initial screening call, followed by interviews with the hiring manager and other members of the team. A case study or presentation may also be required.

10. How can I prepare for the interview?

    To prepare for the interview, research Deliveroo and the SMB operations team. Be ready to discuss your relevant experience and skills, and have examples of successful projects you have led.