Senior Strategy & Operations Manager - Courier & Logistics (10 month FTC)

Senior Strategy & Operations Manager   As the S&O Lead for Monetisation, you will be responsible for managing and optimising merchant monetisation strategy across our markets. This includes commission structures, merchant fees, pricing architecture and more. We are looking for a highly driven Strategy and Operations Leader to take ownership of key monetisation levers and help build scalable systems, tools, and processes. You’ll be part of the Merchant Strategy & Operations (S&O) team and report into the Director, Global Mx Strategy. You’ll work closely with senior stakeholders, commercial leadership, product teams, and finance to design, implement, and iterate on monetisation strategies. This role is both strategic and executional, ideal for someone who thrives on solving complex commercial problems while rolling up their sleeves to drive impact.     Key Responsibilities * Define our monetisation strategy, collaborating with commercial leadership across global markets to set our global framework for commission, fee structures and our overall take rate. Lead monetisation pilots, track performance, and scale successful models across markets. * Be the voice of our merchant partners and ensure we drive sustainable merchant growth and best-in-class selection of merchants, while allowing deliveroo to take our fair share of value. * Drive standardisation and reduce complexity across markets and segments, whilst maintaining a clear understanding of different competitive and market landscapes across markets and how those should impact our decision. * Operationalise strategy and build playbooks, guidelines and negotiation frameworks to empower commercial and account management teams to land monetisation changes successfully. * Define the monetisation roadmap with Engineering and Product leads, using technical solutions and automation to create processes that are effective and efficient. * Serve as the global DRI (Directly Responsible Individual) for merchant monetisation, pushing the business to think about wider market trends and competitive pricing benchmarking. * Assemble, inspire and drive a cross-functional team of stakeholders for monetisation that helps you drive strategic decisions as well as day to day running of governance and processes. * Own ambitious monetisation OKRs and create the governance and structures to track performance, course correct and prioritise. * Set and maintain high standards of operational rigour, ensuring monetisation frameworks are scalable to all markets and segments, and compliant with local regulations.   About You * Experience: 8+ years of experience (preferably a mix of strategy consulting and business operations) in tech, marketplaces, or B2B monetisation. * Commercial Acumen: Deep understanding of marketplace dynamics, subscription pricing, or complex B2B financial models. * Analytical Mindset: Strong data-driven approach with proficiency in data and visualization tools to solve complex commercial problems. * Influence: Proven ability to influence senior leadership and cross-functional stakeholders in a high-growth, matrixed environment. * Ownership: A strong "bias for action" and the ability to drive structure and clarity in ambiguous environments. Why Join Us?   At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:   🔧 Make a visible impact every day Your work directly improves experiences for customers, partners and riders. 🌱 Learn fast in an entrepreneurial environment Work close to the market with autonomy, pace and real responsibility. 🧠 Build a career, not just a role Stretch yourself, develop new skills and grow as the business evolves. 🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best.   We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here.   Our Global Structure   Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.   Diversity, Equity and Inclusion   At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience. If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

Strategy & Operations, Senior Manager Location: London or Manchester   About the team The S&O function works collaboratively across the business with teams like finance, marketing, merchant partners, sales, and our account management teams. Working in this function requires individuals to be interconnected across teams, often with more engagement with specific teams (like product, engineering, and analytics) than others. About the role Reporting to the Strategy and Operations Director, Acquisition and New Partner Experience, you'll work at the intersection of strategy, operations, and cross-functional partnerships building the playbooks, processes and analytical foundations that support delivering the best new merchant experience across 37 countries in EMEA. As a Senior Strategy and Operations Manager, you will lead a small team of experts who have end-to-end responsibility for defining Deliveroo and Wolt's partner-related policies and processes related to NPX and ensuring that they are being implemented and scaled as intended. You will lead thinking across EMEA on how we can ensure we are delivering a best in class experience for partners whilst also being delivered at the lowest possible cost-to-serve for Deliveroo. You will define the relevant end-to-end processes, work with functions across Deliveroo and Wolt to ensure individual steps are being followed, and lead the “go-to-market” with internal and external stakeholders for all changes and improvements that you make to improve the processes.   This role is ideal for someone who is energised by building from the ground up, comfortable operating with ambiguity, and excited to shape how high-priority areas of the business grow. The role is location-flexible within the United Kingdom, specifically London or Manchester.   What you'll be doing * Leading NPX across EMEA: Manage a team overseeing partner onboarding (NPX) operations across UKI, EU, MENA and APAC, setting strategy, building team culture, and acting as senior escalation point. * Owning partner onboarding end-to-end: Define and manage the full onboarding journey (post-sale to Day 56), ensure processes are documented and consistent across markets, and own key KPIs like activation rates, churn, and menu quality. * Driving continuous improvement: Use data to identify performance gaps, build enablement roadmaps with cross-functional partners, and make the business case for investment in tools and process changes. * Leading change management: Project-manage process changes from design to adoption, working with Content, L&D and Incentives teams to ensure smooth rollout across frontline teams. * Cross-functional stakeholder leadership: Partner with Sales, Partner Support, Product and Engineering to improve handovers, escalations, and tooling, acting as a trusted advisor to senior stakeholders.   Requirements * People Leadership: Proven experience building and developing teams, including hiring, coaching people managers, and enabling good decision-making across your team. * Strategic Thinking & Commercial Acumen: Ability to set a multi-year vision, balance short-term delivery with long-term scalability, and translate data into commercial recommendations with clear business cases. * Process Design & Operational Excellence: Strong skills in mapping processes, spotting inefficiencies, and applying best practice in onboarding, CRM or partner experience. * Change Management & Delivery: Track record of leading change across multiple teams, resolving complex cross-functional challenges, and driving adoption of new ways of working. * Communication & Influence: Confident, adaptable communicator who can build trust with senior stakeholders and resolve conflict across teams; comfortable with ambiguity in a fast-paced environment. * Experience: * 7+ years in operations, strategy, commercial management or platform/marketplace businesses * Experience leading teams of managers * Track record of measurable performance improvement * Multi-market/global experience and familiarity with Salesforce/CRM or partner onboarding are a plus   Why Deliveroo Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas. Workplace & Benefits At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information. Diversity At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry. We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.