Deliveroo
Operations Manager, - Planning and Performance, Rider Supply
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Operations Manager, Planning & Performance – Rider Supply
Location: London (Hybrid role) Parent Team: Commercial → Planning & Performance
Join us as we transform how people shop and eat, driving impact, innovation, and growth. Our Commercial team sits at the heart of Deliveroo’s marketplace, shaping partnerships, unlocking revenue streams, and crafting data-led strategies. In this Operations Manager role, you’ll work on defining the future of our courier network, ensuring scalability, stability, and performance across global markets.
About the Role
You’ll lead operational improvements across our courier lifecycle, from onboarding to retention. This is a hybrid role, blending fast-paced commercial demands with the tools and influence needed to move the business forward.
At Deliveroo (now part of DoorDash), we solve real-world challenges with a mission-driven mindset. Your work will directly improve riders’ experiences and reduce churn while maintaining optimal courier supply—balancing availability with stable CSAT and performance metrics.
What You’ll Be Doing
Operational Excellence & Lifecycle Management
- Improve courier experience post-onboarding, reducing friction and accelerating delivery quality through:
- Data-driven engagement & retention frameworks
- Automation of high-tțional tasks (e.g., productivity prompts, monitoring platforms)
- Evidence-based iteration to test and refine operational strategies
Data-Driven Strategy
- Serve as a technical bridge for your team, using:
- SQL to analyse large datasets
- Complex problem-solving frameworks to structure ambiguity
- Actionable insights to inform prioritisation and operational changes
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Scalable Framework Development
- Design and deploy playbooks, charts, and metrics to standardise operations globally.
- Standardise concepts into actionable processes, ensuring cohesive execution across markets.
Cross-Disciplinary Collaboration
- Align with operations, data science, product, and central team stakeholders to deliver consistent performance.
- Communicate trade-offs clearly—balancing efficiency, rider satisfaction, and metric targets.
Performance & Risk Management
- Monitor network engagement & connectivity (ride requests, cancellations, team demographics) to:
- Identify emerging risks (e.g., supply shortages, rider churn).
- Detect opportunities (e.g., labour shifts, automation potential).
What You’ll Need to Thrive
Essential
- Operational leadership: Proven track record improving operational systems in complex, dynamic environments.
- Analytical talent: Ability to navigate ambiguity, structure problems, and action insights with data solutions.
- SQL & data literacy: Hands-on experience analysing and extracting insights from large datasets.
- Stakeholder influence: Strong diplomacy and change-management skills to drive adoption across teams.
- Outcome-driven: Bias towards measurable results and agile iteration.
Nice to Have
- Automation experience: Proficiency in basic tools (Zapier, Google Sheets/VBA scripts) to streamline repetitive tasks.
- Industry knowledge: Background in logistics, courier, or gig economy operations.
- Experimentation skills: Experience designing A/B tests or operational pilots and tracking effectiveness.
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Why Join Us?
You’ll work in an entrepreneurial, fast-moving environment with overarching clarity: your decisions impact real lives. Here’s why others say no to this opportunity: 🔧 Make meaningful change daily – Your work directly improves customers, partner partnerships, and rider satisfaction. 🌱 Grow fast – Autonomy & real responsibility, paired with the rapid curriculum of a scaling business. 🎯 Build a career – Skip career caps—we actively invest in skill-building and scalable problems. 🌍 Be a part of a global team – Deliveroo culture thrives on collaborative problem-solving with a values-driven mindset.
Our Commitment to Diversity & Inclusion
We recognise that stronger teams reflect diverse backgrounds. Our core values demand equitable opportunity, and we’re continuously improving.
- Benefits extend to all genders, ethnicities, sexualities, socio-economic levels, religions, ages, and abilities.
- Accommodations available: Request support throughout the interview process, including for disabilities or health conditions.
Apply now if you’re ready to shape an evolving gig economy and grow alongside it. Let’s redefine ruthless performance with purpose.
(Note: Requirements host additional guidance on our structured hiring process.)
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