Partner Operations Manager

About This Opportunity

We are representing a confidential food delivery technology organization in their search for a Partner Operations Manager based in Manchester. Our client operates a dynamic three-sided marketplace connecting restaurants, customers, and delivery partners. This role sits within the Global Merchant Excellence function, supporting restaurant and retail partners with operational excellence across all lifecycle stages.

As Partner Operations Manager, you'll own performance management for in-house teams across the UK and Europe, driving continuous improvement in partner experience through data analysis, process optimization, and strategic automation initiatives.

Responsibilities

• Monitor and track daily/weekly KPIs for service channels (chat, email, phone), queues, team leaders, and individual agents across UK and EU markets
• Conduct root cause analysis on performance trends, investigating factors such as agent productivity, training gaps, system errors, and vendor operational issues
• Identify emerging patterns in team performance, service demand, and partner feedback through comprehensive data analysis
• Present market performance updates and strategic implications to executive leadership with clear, data-driven insights
• Develop new metrics and targets to improve merchant experience, including definitions for first touch resolution and merchant effort scores
• Document and disseminate best practices, operational standards, and successful processes across in-house servicing teams
• Audit existing workflows to identify operational efficiency opportunities through automation and process improvements
• Collaborate with technology and operations teams to scope, pilot, and implement automation solutions such as RPA, self-service tools, and AI-assisted routing
• Manage performance for in-house teams in Manchester and Milan, partnering closely with onboarding and account management functions

What We're Looking For

• Proven experience as an Operations Manager in a fast-moving, dynamic environment
• Demonstrated operational performance management experience in an in-house setup
• Detail and action-oriented mindset with a track record of leading performance improvement projects, including root cause analysis and backlog reduction strategies
• Strong stakeholder management skills with the confidence to lead updates and engage effectively with senior partners
• Working knowledge of CRM systems such as Zendesk or Salesforce, with experience creating cross-system reports
• Personal accountability for quality and accuracy in all deliverables
• Solid analytical capabilities including Excel proficiency (pivot tables, INDEX MATCH functions)
• SQL skills are highly desirable but not essential
• Proven track record of managing and developing effective Team Leaders

How We Work With You

When you apply through Get A Job.ai, our specialized talent team will review your profile and conduct an initial screening to understand your experience and career goals. If there's a strong match, we'll submit your candidacy directly to our client for consideration. The client's interview process typically includes 3-4 stages designed to let your skills and experience shine.

Important: Please apply exclusively through Get A Job.ai. Do not contact the client directly, as all applications must be coordinated through our recruitment process to be considered.

Pay

Compensation details will be discussed during the screening process based on your experience level and the client's budget for this role.

Equal Opportunity: Get A Job.ai is committed to inclusive recruitment practices. We welcome candidates from all backgrounds and will work with you to ensure any reasonable adjustments needed during the application process.