Partner Policies & Processes Manager

The Role

As a Manager, Partner Policies & Processes (PPP), you will have end-to-end responsibility for defining Deliveroo’s partner-related policies and partner-facing processes related to commercial teams and ensuring that they are being implemented as intended across Deliveroo functions.  You will lead Deliveroo’s thinking on how we can ensure our partner-facing policies and processes are delivering a positive 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 to ensure individual steps are being followed, partner with Product to identify opportunities for automation and lead the “go-to-market” with internal and external stakeholders for all changes and improvements that you make to improve the processes.

Reporting to the Director, Partner Policies & Processes, you will be part of a wider team of process experts with particular functional specialisms, supported by PPP project managers who will be deployed to lead or support particular initiatives.

What you’ll be responsible for:

• Defining our end-to-end process for all commercial related processes
• Ensure every commercial related process is mapped and documented such that we have clarity on responsibilities for each sub-task and the hand-offs between functions/roles as the process proceeds
• Define the success metrics that we will monitor to ensure each process is delivering positive partner experience and is being delivered efficiently by Deliveroo
• Maintain up-to-date partner-facing documentation and communication that helps partners understand how each of our processes and sign-up policies operates (where relevant)
• Partnering with Legal, Policy and Care teams to define partner-facing policies
• Provide a partner-perspective when jointly defining our response to regulatory enquiries that impact partners (e.g. partner off-boarding)
• Lead the definition of non-regulatory partner-facing policies (e.g. virtual brand signing) whilst seeking Legal and/or Policy alignment as required
• Ensure our policies are embedded into the relevant partner-facing processes and that we are transparent with partners on our policies (either proactively or reactively as appropriate)
• Driving the performance of all partner-facing processes
• Monitor performance of the success metrics of each partner-facing process to ensure we are compliant with our policies and processes are operating as intended
• Identify opportunities for improvement based on deep-dive analysis
• Develop a process improvement roadmap for each process, supported by clear business cases that demonstrate the return on investment of improvement initiatives
• Supporting Product with automation of partner-facing processes
• Identify opportunities for automation with the process(es) to reduce cost-to-serve and/or enhance partner experience
• Support Product teams with the definition of requirements and the supporting financial business case (including facilitating engagement with frontline teams and/or partners as appropriate)
• Lead UAT, utilising frontline commercial personnel as needed through the testing process
• Facilitate frontline user / partner feedback on product enhancements following launch
• Leading go-to-market for any partner-facing policy or process change
• Project manage each change in line with the stages and timelines defined in our go-to-market playbook
• Collaborate with the the GTM Content team to ensure all partner and frontline employee communication is fit-for-purpose
• Collaborate with the Commercial Incentives, Learning & Development team to ensure any required frontline commercial training is fit-for-purpose
• Lead the change management with frontline commercial teams, supported by Training Managers and line managers as appropriate
• Review post-launch performance; identifying and acting upon any course correction or improvements in a timely manner

Key Competencies

• Problem-Solving & Strategic Thinking: Effectively frames complex problems; prioritises and structures work for self and others based on framework. Mobilizes team or other counterparts around strategy and tactical steps
• Domain Expertise: Maintains a deep understanding of external and internal best-practice approaches to B2B account management and leverages these expertise to identify opportunities for improvement for Deliveroo
• Process Design: Has deep expertise and experience in process mapping, is able to identify inefficiencies and drivers of poor process performance, proposes solutions and build the case for change.
• Project Management: Ability to manage and progress multiple, complex projects in parallel that involve multiple stakeholders across markets and other Deliveroo functions.  Assess trade-offs across projects to make informed prioritisation calls.  Is able to resolve potential resourcing conflicts proactively.
• Business acumen: Building capacity to integrate understanding of business and industry with risk analyses in unclear situations. Nurturing this capability in others and the team.
• Change Management: Utilises a range of proven techniques to manage a diverse team through a series of change such that they consistently adopt new ways of working and the tools that support them
• Communication & Influence: Builds trust and influence through structured, data-driven communication. Makes even the most complex information clear. Collaborates and aligns effectively across a wide range of teams and stakeholder groups.  Has established credibility with department leaders.
• Team Development: Models best practices for handling difficult interpersonal situations in a professional manner. Proactively mentors team members and supports their professional development goals; actively invests in retaining talent.  Effectively manages difficult interpersonal situations across teams or with multiple stakeholders.
• Community-Building: Actively participates in activities that strengthen Deliveroo (e.g. onboarding, training, mentoring, diversity and inclusion). Encourages team participation. Plays a growing role in attracting and hiring talent.

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.

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, wellbeing, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. We currently operate in a hybrid working environment allowing you more flexibility between work and home.

Diversity

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 startups in an incredibly exciting space.