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

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.

Responsibilities

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; 7+ years in operations, strategy, commercial management or platform/marketplace businesses; Experience leading teams of managers; Track record of measurable performance improvement

Nice to have

Multi-market/global experience; familiarity with Salesforce/CRM or partner onboarding

Benefits

Competitive and comprehensive compensation and benefits package; annual cash bonus, sign-on bonus or relocation support depending on role and location; up to 5% matched pension contributions; eligibility for share awards; free Deliveroo Plus; team lunches from best local restaurants; 25 days annual leave plus bank holidays, increasing with length of service; one day of paid leave per year to volunteer; funded single cover healthcare on core plan; on-site gym at HQ; discounted external gym membership; access to wellbeing apps via GymPass; discounted dental insurance and a range of other flexible benefits; life assurance; maternity, paternity and shared parental leave eligible from day one; excellent kit to enable working from home and parent-friendly working culture; free mortgage advice; Cycle to Work Scheme or Season Ticket Loans; learning and development opportunities and access to RooLearn; Employee Resource Group social events; summer and end-of-year parties