Head of Operational Support (12 month FTC)

Head of Operational Support (SMB) - 12-Month FTC

Job ID: R20979

Commercial

Manchester - Main Office

Permanent

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drive everything we do. Our Small Medium Business (SMB) team is the engine room of our marketplace-managing relationships with thousands of independent restaurant and retail partners across Europe. Our Finance & Strategy and Revenue Operations teams act as the analytical and operational backbone of Deliveroo, ensuring our commercial teams have the tools and insights needed to win.

We're looking for a Head of Operational Support to join our team in Manchester on a 12-month fixed-term contract. Reporting to the SMB Commercial Director, you will lead a cross functional team of Operational Support Leads, acting as the architect for our contact centre performance across Sales, Account Management, and Customer Success.

What You'll Be Doing

You will bridge the gap between high level strategy and daily execution, ensuring our inside sales and account management teams are equipped to succeed at scale.

Operating Vision: Define and scope the strategic vision for our SMB Contact Centres. You will own the delivery of strategic projects designed to move the needle on commercial performance.

Enabling Capability: Build the "infrastructure for success." You will oversee Workforce Management (WFM), Performance Analytics, Quality Assurance (QA), and agent onboarding/training.

Tech Stack Deployment: Partner with Revenue Operations and Sales Technology teams to deploy and optimise tools including Salesforce, telephony systems, and sales engagement platforms.

Go To Market (GTM) Excellence: Develop the processes required to embed people, data, and technology changes across the organisation, ensuring new initiatives are adopted seamlessly.

Performance Analysis: Conduct in depth data analysis to identify long term trends and gaps. You won't just report on performance; you will create strategies for course correction.

Stakeholder Diplomacy: Act as the "voice" of Revenue Operations to Commercial Leaders and vice versa, ensuring alignment between central strategy and local execution.

What You'll Need to Thrive

We are looking for a structured operator who understands the motivational and operational levers of a modern contact centre:

Experience: Proven track record in consultancy, strategy, or operational roles, ideally within a high volume contact centre environment.

Tech Proficiency: Detailed understanding of the sales tech stack, specifically Salesforce and sales engagement platforms (e.g., Salesloft, Outreach, or HVS).

Optimization Mindset: A sharp eye for process redesign and technology utilisation to drive efficiency and "ways of working" improvements.

Leadership: Experience leading or supporting Quality Assurance teams, including call management frameworks and reporting.

Communication: Exceptional verbal and written skills, with the ability to influence executive level leadership and craft clear memos from ambiguous problems.

Availability: This is a 12-month Fixed Term Contract.

Why Join Us?

At Deliveroo, you'll solve complex real time challenges in an industry that is redefining convenience. Working here you can expect to:

Drive Large Scale Change: Own the operational roadmap for thousands of partners across the UK, Ireland, and Europe.

High Growth Impact: Work in a fast paced environment where operational improvements lead to immediate commercial wins.

Strategic Leadership: Act as a key advisor to the SMB leadership team, shaping the future of our contact centre operations.

Diversity, Equity and Inclusion

At Deliveroo, we believe a great workplace reflects the world around us. We are committed to building a workforce that mirrors the beautifully diverse communities we serve.

Our latest 2024 UK & Global workforce data reflects this ongoing commitment to representation and transparency:

Ethnic Diversity: 38.2% of our UK employees identify as being from ethnic minority backgrounds. This is comprised of:

19.4% Asian / Asian British

7.1% Black / African / Caribbean / Black British

5.9% Other ethnic groups

Gender: 44.1% of our UK workforce identifies as women.

Senior Leadership: We have an active global goal to reach 40% women in senior leadership roles.

We welcome candidates from all backgrounds regardless of race, religion, gender, or disability. If you require any reasonable adjustments during the recruitment process, please let your recruiter know or contact us at .

A competitive and comprehensive compensation and benefits package

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign on bonus or relocation support
• Up to 5% matched pension contributions

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants

Time away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity

• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On site gym (HQ), discounted external gym membership
• Access to well being apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance

Work Life

• Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high quality training and content
• Regular Employee Resource Group (ERG) led social events - examples include dinners, dance lessons and in office yoga sessions