Head of Operational Support (12 month FTC)

Job Description

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

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 optimize 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 organization, 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 utilization 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

  • 5.8% Mixed / Multiple ethnic groups

  • 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 accommodations@deliveroo.co.uk.