Marketplace Support Process Manager

Deliveroo; London; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An innovative company is seeking a Marketplace Support Process Manager to enhance customer experiences across a dynamic marketplace. This hybrid role, based in London, involves leading a team of process analysts to design and implement improvements while collaborating with various teams. The ideal candidate will possess strong process management skills, emotional intelligence, and the ability to analyze data for operational efficiency. Join a forward-thinking organization dedicated to transforming dining and shopping experiences, where your contributions will have a significant impact.

Benefits

Healthcare

Well-being Programs

Parental Leave

Pensions

Generous Leave Allowances

Qualifications

• Experience in contact center process management and design.
• Strong analytical and communication skills for senior management.

Responsibilities

• Lead a team of process analysts to implement process improvements.
• Collaborate with cross-functional teams to streamline operations.
• Analyze data insights to identify improvement opportunities.

Skills

Process Design

People Management

Process Improvement Methodologies

Analytical Skills

Communication Skills

Risk Management

Bilingual (English + Italian or French)

Education

Business Process Manager Certification

Job description

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About The Team

The Marketplace Support and Service Excellence Team (Support and Service) centrally manages our entire global customer care operation. This includes the Workforce Planning, Performance and Strategy Team, the Care Excellence Team, and Care Operations, which provides live support for consumers, riders, and restaurants, as well as technical and logistical operations and non-live support. With a company as large as Deliveroo, we operate customer care centres worldwide to support different markets and languages. Our mission is to deliver an excellent customer experience across the three-sided marketplace (customers, restaurants, and riders) in partnership with our vendors, while ensuring efficiency and continuous improvement. Our team is guided by three principles: Fix it Fast, Keep it Simple, and Be the Best.

About The Role

As the Marketplace Support Process Manager, you will lead a team of process analysts to enhance customer and agent experiences across our marketplace. Collaborating with Operations, Product, and Service Excellence teams, you will identify, develop, and implement process improvements, solving problems at scale. The goal is to improve experiences while protecting our reputation and minimizing financial and regulatory risks.

This is a hybrid role based in London HQ (3 days per week).

What You’ll Be Doing

1. Manage and support a team of process analysts to design and implement process improvements aligned with Deliveroo’s strategic goals.
2. Collaborate with cross-functional teams to analyze processes, identify bottlenecks, and implement solutions to streamline operations.
3. Create and update process documents such as SOPs, process maps, and guidelines to enhance support for agents, consumers, riders, and restaurants.
4. Analyze key metrics using data insights to identify improvement and automation opportunities, and prioritize initiatives.
5. Guide teams in implementing process changes, ensuring smooth adoption, and conduct audits to ensure compliance.

Requirements

• Experience in designing, managing, and mapping processes, preferably in a contact center environment.
• People management skills.
• Knowledge of process improvement methodologies like Lean, Six Sigma, or Agile; Business Process Manager certifications are a plus.
• High emotional intelligence to manage teams and engage with leadership, including vendors and in-country leaders.
• Ability to prioritize and lead multiple projects independently.
• Strong analytical and communication skills to present ideas clearly to senior management and non-technical audiences.
• Understanding of risk and compliance management is preferred.
• Proficiency in a second language (English + Italian or French) is desirable.
• Availability for a 24/7 on-call rota (~2 weeks per quarter), including nights, weekends, and bank holidays.
• Willingness to travel internationally.

Why Deliveroo

Our mission is to transform shopping and dining by connecting consumers, restaurants, shops, and riders. We aim to make access to food and products more convenient and enjoyable. As a technology-driven company in a rapidly expanding industry, we value autonomy, innovation, and impact. We are a small team making a large difference.

Workplace & Benefits

We prioritize our people’s welfare, offering benefits such as healthcare, well-being programs, parental leave, pensions, and generous leave allowances. Benefits vary by country; please ask your recruiter for details.

Diversity

We believe a diverse workplace reflects the world we live in. We welcome applicants regardless of gender, race, sexuality, religion, or other characteristics. We are committed to equity and inclusion and will accommodate any necessary adjustments during the application process.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Internet Marketplace Platforms