Merchant Operations Manager

Location: London, United Kingdom - Deliveroo Our Global Structure 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. Merchant Operations Manager 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. 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. Get to know our Operations team — what drives us, how we work, and what you can expect. What You’ll Be Doing 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. Here’s what your day-to-day might look like: Drive delivery operational excellence: Proactively diagnose, resolve, and report on operational bottlenecks for high-volume partners, testing and scaling systematic solutions cross-functionally. Champion partner feedback in Product: 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. Lead partner expansion and launches: Own operational readiness for expanding existing partners and rolling out new sites, ensuring high operational performance from day one. Partner with Commercial teams: Attend partner Monthly and Quarterly Business Reviews to provide operational updates, align KPIs, and equip commercial leads with tools to improve site performance. Deliver impactful cross-functional projects: 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. What You’ll Need to Thrive Essential Proven stakeholder management & influence: Track record of developing strong working relationships with internal and external partners, with demonstrated ability to gain buy-in for strategic initiatives. Structured project management: Demonstrated experience managing complex, cross-functional projects and stakeholders in a structured, logical way to deliver measurable outcomes. Data-driven analytical skills: Strong capability to navigate complex data, identify key operational insights, and present clear, compelling business cases. Proactive problem solver: Inquisitive mindset with a proven ability to challenge the status quo, diagnose operational gaps, and test scalable solutions. Negotiation & commercial acumen: Ability to align operational performance with commercial strategy, leveraging relationships and robust proposals during partner negotiations. Why Join Us? 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 by a shared drive to make things better. Working here you can expect to: 🔧 Make a visible impact every day Your work directly improves experiences for customers, partners and riders. 🌱 Learn fast in an entrepreneurial environment Work close to the market with autonomy, pace and real responsibility. 🧠 Build a career, not just a role Stretch yourself, develop new skills and grow as the business evolves. 🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best. We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here. Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your r ole, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. Diversity, Equity and Inclusion At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience. If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you! Diversity, Equity and Inclusion At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience. If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you! Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring — learn more about DASH Brands' legitimate recruiting process at careersatdoordash.com/recruitment-scam-awareness .