SMB Operations Support Manager

The Role

As a Program Manager for our Operational Support team, you will lead the design and delivery of large-scale programmes across the SMB Hub — from structured engagement frameworks to communications and change initiatives — that keep the Hub's commercial priorities moving and measurable. As a Program Manager, you will work closely with Sales, New Partner Experience (NMX), Account Management and Partner Support leads to ensure the right initiatives land at the right time, applying a recognised delivery methodology to keep programmes on track.

This is an ideal role for an individual with strong project and time management skills who can manage multiple concurrent programmes end-to-end, while also designing long-term frameworks that drive lasting change across a large, fast-moving operation.

The SMB Hub brings together our commercial teams — Sales, New Partner Experience (NPX), Account Management and Partner Support — responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners across Europe, supported through our in‑house contact centre in Manchester and third‑party providers.

The Operational Support team is the glue that holds the Hub together. Within the team, we own workforce management (WFM), commercial excellence, tooling and automation — and this role is central to delivering change, ensuring effective communication throughout the Hub, and driving commercial excellence for our partners and the Hub as a whole.

Programme & Change Management

• Lead end-to-end delivery of large-scale SMB initiatives — from scoping and governance through to sign-off, communications and reporting — so senior teams can track commercial impact.

• Apply a consistent, recognised methodology (PRINCE2 or Six Sigma) to give initiatives clear milestones, risk management and quality control.

• Design and embed a structured engagement framework for the Hub, defining how initiatives are prioritised, resourced and measured.

Strategic Planning

• Translate Hub priorities into actionable delivery plans that support commercial objectives, such as Ad revenue growth and partner adoption of Ads and Offers.

• Monitor delivery and engagement metrics (e.g. Peakon, adoption rates) and use the insight to adjust plans, manage risk and support decision‑making.

• Collaborate with senior leadership across Sales, NMX and Account Management to align delivery capacity with Hub priorities.

Stakeholder Engagement & Communication

• Own the SMB communications strategy — channel ownership, sequencing and accountability — to improve clarity and consistency of key messages.

• Produce clear, structured reporting that translates operational detail into decisions for senior stakeholders.

• Act as the conduit between Sales, NPX, Account Management, Partner Support and Ops, keeping a wide stakeholder group aligned and informed.

What You'll Be Doing

• Leading delivery of the Hub's structured engagement framework, defining how initiatives are prioritised and measured.

• Designing and implementing strategic communications and change initiatives, ensuring cross‑functional alignment and coaching teams to embed new ways of working.

• Applying PRINCE2 or Six Sigma to bring rigour, clear milestones and risk management to SMB programmes.

• Delivering the Hub's career pathway and capability‑building initiatives, connecting development and learning to progression.

• Championing change and identifying new ways of working with Sales, NPX and Account Management to ensure agents have the right tools and content.

• Partnering with the commercial excellence and central teams to build robust plans that drive change through better engagement, improved efficiency or increased capability.

• Linking delivery directly to commercial outcomes,…