Global Head of Mx Support

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drive everything we do. Our Merchant Excellence team sits at the heart of Deliveroo’s marketplace,ensuring our restaurant and retail partners receive world-class support and seamless operational experiences.

You will be the architect of our partner support strategy, moving between high-level executive discussions and granular operational performance management.

Responsibilities:

• Strategic Architecture: Recommend and own the global strategy for Partner Operations, including site selection and the balance between in-house and outsourced (BPO) solutions.
• Product & Tech Influence: Partner with Product and Technology teams to shape the future roadmap.
• Provide the "voice of the merchant," identifying agent pain points and advocating for self-service vs. agent-led channel strategies.
• Operational Leadership: Set and achieve department-level targets for a team of c.80 colleagues.
• Design the frameworks that ensure functional managers and vendors are held accountable to world-class KPIs.
• Stakeholder Management: Act as a trusted advisor to the Senior Leadership Team (SLT) and C-suite.
• Culture & People Development: Foster a high-performance culture inclusive of experimentation and continuous learning.
• Manage performance, drive employee satisfaction initiatives (Peakon), and mentor the next generation of Deliveroo leaders.
• Relentless Improvement: Surface operational friction and influence stakeholders across Product, Legal, and Finance to address root causes.
• On-Call Support: Participate in a 24/7 on-call rota for approximately 2 weeks per quarter.

Requirements:

• Scale Experience: Significant leadership experience in a large-scale, international contact centre or operational environment.
• Strategic Influence: Exceptional communication skills with the ability to build trust with local market senior management and global Exec stakeholders.
• Operational Rigor: A proven track record of building and scaling customer care organisations in fast-paced, consumer-facing tech businesses.
• Technical Savvy: Proficiency in CRM systems (e.g., Salesforce) and solid analytical skills (Excel pivot tables, INDEX MATCH).
• People Management: Experience managing "managers of managers," implementing performance initiatives, and driving engagement across multi-site setups.
• Communication: Ability to write concise project documents that bridge the gap between technical operations and executive strategy.

Benefits:

• Make a Visible Impact: Your strategy directly affects the success of thousands of merchants across the globe.
• Fast-Track Progression: As a member of the Merchant Leadership team, you are at the forefront of the company’s strategic growth.
• Autonomy and Ownership: We move fast and empower our leaders to take accountability for their own departments.