SMB Operations Support Manager

Deliveroo

Deliveroo Operations Support Manager leading SMB programmes, communications, and change initiatives. Driving commercial excellence, partner adoption, and measurable impact across the Manchester-based Hub.

Posted 9/9/2026full-timeManchester • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong project and programme management capabilities, utilizing PRINCE2 or Six Sigma methodologies to drive large-scale SMB initiatives. Proven ability to lead cross-functional teams, manage communications strategies, and deliver complex plans while tracking engagement metrics and ensuring alignment with commercial objectives.

Highest-signal resume keywords

Project ManagementPRINCE2 CertificationSix Sigma QualificationData AnalysisStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementProgramme ManagementRisk ManagementQuality ControlData TrackingEngagement MetricsChange ManagementDelivery PlanningCommunications StrategyReporting

Soft Skills

Time ManagementCollaborationTrust BuildingWritten CommunicationVerbal Communication

Certifications & Qualifications

PRINCE2 CertificationSix Sigma Qualification

Industry Keywords

SMB InitiativesCommercial EnvironmentContact-Centre OperationsStakeholder CoordinationAd Revenue Growth

About the role

Key responsibilities & impact

Lead end-to-end delivery of large-scale SMB initiatives from scoping and governance through sign-off, communications and reporting
Apply PRINCE2 or Six Sigma methodology to establish milestones, risk management and quality control
Design and embed a structured engagement framework for the SMB Hub
Translate Hub priorities into actionable delivery plans supporting commercial objectives
Monitor delivery and engagement metrics, including Peakon and adoption rates
Collaborate with senior leadership across Sales, NMX and Account Management
Own the SMB communications strategy, including channel ownership, sequencing and accountability
Produce structured reporting for senior stakeholders
Coordinate Sales, NPX, Account Management, Partner Support and Operations stakeholders
Deliver career pathway and capability-building initiatives
Champion change and identify improved ways of working, tools and content
Partner with commercial excellence and central teams to drive engagement, efficiency and capability
Link delivery to Ad revenue growth and partner adoption of Ads and Offers
Identify, escalate and resolve delivery risks and inconsistencies

Requirements

What you’ll need

Strong project and programme management skills
PRINCE2 or Six Sigma qualification, or clear demonstrable working knowledge
Excellent time management and ability to prioritise multiple workstreams
Strong written and verbal communication skills
Proven ability to lead and deliver complex plans against deadlines
Comfortable working with data and metrics to track and evidence impact
Collaborative approach and ability to build trust across functions
Typically 3+ years' experience in project or programme delivery, operations, or a comparable environment
Experience delivering communications, engagement or change initiatives at scale
Experience working within a commercial or contact-centre operating environment
Ability to commute to Manchester 3 days a week
Right to work in the United Kingdom

Benefits

Comp & perks

Flexible working
Continuous learning
Strong support for career growth
High-ownership, low-hierarchy environment
Global team collaboration
Inclusive workplace and equal opportunity
Reasonable adjustments and application support for candidates with disabilities or long-term health conditions