Global Head of Mx Support

Job description

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.

We’re looking for a Head of Merchant Excellence to join our Merchant Leadership team. Based in our Manchester office with a hybrid work pattern (3 days in-office), you will be responsible for the strategic direction and performance of a c.80-person global operation across the UK and Italy.

You will be the architect of our partner support strategy, moving between high-level executive discussions and granular operational performance management.

Our ideal candidate is a "detailed and action-oriented" leader with a heavy background in scaling complex operations:

Responsibilities

• Strategic Architecture: Recommend and own the global strategy for Partner Operations, including site selection and the balance between in-house and outsourced (BPO) solutions.
• Product & Tech Influence: Partner with Product and Technology teams to shape the future roadmap.
• You will provide the "voice of the merchant," identifying agent pain points and advocating for self-service vs. agent-led channel strategies.
• Operational Leadership: Set and achieve department-level targets for a team of c.80 colleagues.
• You will design the frameworks that ensure functional managers and vendors are held accountable to world-class KPIs.
• Stakeholder Management: Act as a trusted advisor to the Senior Leadership Team (SLT) and C-suite. You will lead deep dives into operational issues and present clear, data-driven solutions to complex problems.
• Culture & People Development: Foster a high-performance culture inclusive of experimentation and continuous learning.
• You will manage performance, drive employee satisfaction initiatives (Peakon), and mentor the next generation of Deliveroo leaders.
• Relentless Improvement: Surface operational friction and influence stakeholders across Product, Legal, and Finance to address root causes.
• On-Call Support: Participate in a 24/7 on-call rota for approximately 2 weeks per quarter to ensure our marketplace remains resilient.

Requirements

• Scale Experience: Significant leadership experience in a large-scale, international contact centre or operational environment.
• Strategic Influence: Exceptional communication skills with the ability to build trust with local market senior management and global Exec stakeholders.
• Operational Rigor: A proven track record of building and scaling customer care organisations in fast-paced, consumer-facing tech businesses.
• Technical Savvy: Proficiency in CRM systems (e.g., Salesforce) and solid analytical skills (Excel pivot tables, INDEX MATCH). SQL skills are a major plus.
• People Management: Experience managing "managers of managers," implementing performance initiatives, and driving engagement across multi-site setups.
• Communication: Ability to write concise project documents that bridge the gap between technical operations and executive strategy.