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Deliveroo // restaurant food delivery
London    Posted: Thursday, September 09, 2021
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Operations Strategy Manager, UK&I 

The Department

Operations Strategy is responsible for low frequency, high impact project work pertaining to all elements of UKI Operations. This work will include longer-term projects focusing on efficiency gains, improving processes & better ways of working. The teams work is cross-functional & collaborative at its core.

The department is responsible for the vendor management element of our relationship with the Rider Service Centre (RSC) , ensuring we get the required level of service & performance from that  team. This vendor management relationship has become even more important now that the RSC has been absorbed into the centralised Global team. 

A new area of work in UKI Operations that this team owns can be broadly described as Chief of Staff functionality. More specifically this will be: 

ownership of internal communications (keeping all of UKI Ops in the loop on our own teams 


ownership of all cross-team internal meetings (agendas & actions) including the

Monthly Business Review (MBR) for UKI Rider Operations,

owning the process of OKR setting & monitoring (with other HoDs) 

Ensuring a healthy level of transparency for UKI Ops for other stakeholder 

(business-wide communications) 

The Role 

Reporting into the Director of UKI Operations you are a major contributor to the output of the department. Your goal is to be central to the planning of how UKI Ops works, across multiple departments. 

Working with the rest of the team, you are responsible for driving general efficiencies & process improvements while supporting our Planning & Analytics, Content & Engagement & Growth Operations teams with strategic project work. 


  • Foster an environment of progression & continuous improvement across all of Operations Collaborate across the department & the wider business to produce results 
  • Improve our service levels across all Ops departments by continually driving performance gains 
  • Actively seek problems to solve & quickly ship solutions 
  • Contribute to the design & audit of processes executed by the Rider Services Centre  
  • Drive down costs for the business through thorough assessment of current processes & ways of working to identify efficiencies 
  • Build relationships across the business that allow you to remove barriers for the team & influence when needed 
  • Be a mentor in your department & across UKI Operations 

Core competencies 

  • Stakeholder management - this team only succeeds if it can influence & persuade 
  • Deep understanding of UKI Operations - quickly building & demonstrating thorough knowledge of the department, the models with which we interact & the goals of the team will be essential to success 
  • Analytical & strategic - able to think big as well as execute on-the-fly via understanding the dynamics of our business 
  • Adaptable Fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness. Dont slavishly follow processes if they arent right 
  • Can build stuff - approaches, processes, tools & structured change methodologies 
  • Change Management - knows how to flow meaningful changes through a large organisation to drive adoption & ensure success 
  • Inquisitive & forward-thinking - curious, thoughtful & happy to question the status-quo. Keeps pushing for further improvements 
  • Mentor - be a leader within the department & be sought after as a source of knowledge, advice, & experience 

Life at Deliveroo 

We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, were always looking for new ideas & were very transparent about the decisions we make & why we make them. 

There are so many questions we need to answer & plenty more we havent even encountered. How do data & technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - & there is no challenge that cannot be yours.

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