---
title: 'SMB Program Manager at Deliveroo'
canonical: 'https://feeny.ai/job/smb-program-manager-deliveroo-manchester-59dk1fdwa8vv'
type: 'job'
last_seen: '2026-09-13'
---

# SMB Program Manager at Deliveroo

- **Company:** [Deliveroo](https://feeny.ai/companies/deliveroo)
- **Location:** Manchester, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-10
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.ashbyhq.com/deliveroo/ee388fb4-0af6-4da2-a636-b381b6032b87

## Job description

## The Role

As a Program Manager for our Operational Support team, you will lead the design and delivery of large-scale programmes across the SMB Hub — from structured engagement frameworks to communications and change initiatives — that keep the Hub's commercial priorities moving and measurable. As a Program Manager, you will work closely with Sales, New Partner Experience (NMX), Account Management and Partner Support leads to ensure the right initiatives land at the right time, applying a recognised delivery methodology to keep programmes on track. This is an ideal role for an individual with strong project and time management skills who can manage multiple concurrent programmes end-to-end, while also designing long-term frameworks that drive lasting change across a large, fast-moving operation.

The Team The SMB Hub brings together our commercial teams — Sales, New Partner Experience (NPX), Account Management and Partner Support — responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners across Europe, supported through our in-house contact centre in Manchester and third-party providers. The Operational Support team is the glue that holds the Hub together. Within the team, we own workforce management (WFM), commercial excellence, tooling and automation — and this role is central to delivering change, ensuring effective communication throughout the Hub, and driving commercial excellence for our partners and the Hub as a whole.

Core Responsibilities Programme & Change Management

- Lead end-to-end delivery of large-scale SMB initiatives — from scoping and governance through to sign-off, communications and reporting — so senior teams can track commercial impact.
- Apply a consistent, recognised methodology (PRINCE2 or Six Sigma) to give initiatives clear milestones, risk management and quality control.
- Design and embed a structured engagement framework for the Hub, defining how initiatives are prioritised, resourced and measured.

Strategic Planning

- Translate Hub priorities into actionable delivery plans that support commercial objectives, such as Ad revenue growth and partner adoption of Ads and Offers.
- Monitor delivery and engagement metrics (e.g. Peakon, adoption rates) and use the insight to adjust plans, manage risk and support decision-making.
- Collaborate with senior leadership across Sales, NMX and Account Management to align delivery capacity with Hub priorities.

Stakeholder Engagement & Communication

- Own the SMB communications strategy — channel ownership, sequencing and accountability — to improve clarity and consistency of key messages.
- Produce clear, structured reporting that translates operational detail into decisions for senior stakeholders.
- Act as the conduit between Sales, NPX, Account Management, Partner Support and Ops, keeping a wide stakeholder group aligned and informed.

## What You'll Be Doing

- Leading delivery of the Hub's structured engagement framework, defining how initiatives are prioritised and measured.
- Designing and implementing strategic communications and change initiatives, ensuring cross-functional alignment and coaching teams to embed new ways of working.
- Applying PRINCE2 or Six Sigma to bring rigour, clear milestones and risk management to SMB programmes.
- Delivering the Hub's career pathway and capability-building initiatives, connecting development and learning to progression.
- Championing change and identifying new ways of working with Sales, NPX and Account Management to ensure agents have the right tools and content.
- Partnering with the commercial excellence and central teams to build robust plans that drive change through better engagement, improved efficiency or increased capability.
- Linking delivery directly to commercial outcomes, such as Ad revenue growth and partner adoption of Ads and Offers.
- Identifying risks and inconsistencies before they affect delivery, escalating and problem-solving with appropriate autonomy.

## What You'll Need to Thrive

This is a delivery-focused role that will require an individual who can manage a number of competing priorities across a live, fast-moving Hub while keeping sight of the bigger picture. The successful candidate will be structured, comfortable applying a recognised delivery methodology, and confident communicating with stakeholders at all levels, including senior leadership. The required skills include:

- Strong project and programme management skills, ideally with a PRINCE2 or Six Sigma qualification (or clear demonstrable working knowledge)
- Excellent time management — able to prioritise, sequence and protect delivery quality across multiple workstreams
- Strong written and verbal communication skills, with the ability to flex style for different audiences, including senior stakeholders
- Proven ability to lead and deliver complex plans against deadlines, with a clear prioritisation model
- Comfortable working with data and metrics to track and evidence impact, not just activity
- A collaborative approach; able to bring the right people together across functions and build trust quickly

The desired experiences include:

- Typically 3+ years' experience in project or programme delivery, operations, or a comparable environment
- Is either Six Sigma or Prince2 methodology (or equivalent) certified (Preferred)
- Experience delivering communications, engagement or change initiatives at scale
- Experience working within a commercial or contact-centre operating environment

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: 🔧 Solve meaningful problems at real scale Work on a complex, always-on marketplace that impacts millions every day. 🌱 See your impact, fast Ship, test and improve ideas quickly in a low-hierarchy, high-ownership environment. 🧠 Grow through challenge and ownership Take on big, ambiguous problems and accelerate your career with strong support. 🌎 A culture built for builders High standards, collaboration, flexible working and continuous learning. 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.

## About Deliveroo

## Company Overview
- **One-liner**: Deliveroo operates a hyperlocal three-sided marketplace that connects consumers, restaurants and grocers, and riders to deliver food and other neighbourhood goods in under 30 minutes.
- **Entity Type**: Public (London Stock Exchange: ROO)
- **Headquarters**: London, United Kingdom
- **Founded**: 2013
- **Founders**: Will Shu

## Core Business
- **Primary industry**: Online food delivery and on-demand grocery / local commerce
- **Target customers**: B2C (consumers), B2B (restaurants, grocers, retailers), and B2C (riders as independent contractors)
- **Mission or purpose**: To transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders.

## Products & Services
- **Restaurant Delivery**: Core service delivering meals from over 160,000 restaurant and grocery partners, many of which never offered delivery before.
- **Deliveroo Hop**: Rapid on-demand grocery delivery from a network of delivery-only sites, rolling out in several markets.
- **Deliveroo Shopping**: Non-food retail delivery, bringing items from local shops (e.g., flowers, cards, electronics) to consumers.
- **Editions**: Delivery-only kitchens that help restaurants expand to new areas at lower cost and risk, powered by Deliveroo’s data insights.

## Market Standing
- **Valuation/Market Cap**: Publicly traded – market cap not provided in available materials; check financial sources for latest figure.
- **Key Metric**: Operates in 10 markets worldwide, serving millions of consumers with thousands of riders and 160,000+ restaurant/grocery partners.
- **Notable Investors/Partners**: Key grocery partners include Co-op, Conad, Carrefour, Casino, Marks and Spencer, Picard, Waitrose, and Whole Foods Market. (Prior venture investors not detailed in provided sources.)
- **Growth Signals**: Expanding on-demand grocery via Deliveroo Hop; launching Deliveroo Shopping for non-food items; continuous investment in machine learning logistics (Frank algorithm); growing Editions network.

## Competitive Advantages
- **Hyperlocal logistics technology**: Proprietary Frank algorithm uses machine learning to optimise routing, preparation times, and delivery efficiency neighbourhood by neighbourhood.
- **Three-sided marketplace**: Deep network effects connecting consumers, merchants, and riders – hard to replicate at scale.
- **Editions (delivery-only kitchens)**: Lowers barrier for restaurant expansion and increases selection in underserved areas.
- **Rider value proposition**: Free personal accident and third-party liability insurance for all self-employed riders from day one, flexible work, and good earnings.

## Strategic Focus
- **Grocery and retail expansion**: Scaling Deliveroo Hop and Deliveroo Shopping to become the definitive online food and neighbourhood commerce platform.
- **Technology leadership**: Continued investment in real-time coordination, machine learning, and logistics optimisation.
- **Market penetration**: Deepening presence in existing 10 markets while improving selection, experience, and value for consumers.

## Why Work Here
- **Culture**: Values-driven, innovative, and inclusive – Employee Resource Groups, regular social events, and a focus on career-defining work.
- **Work environment**: Offices across the UK (London HQ, Birmingham, Bristol, Edinburgh, Leeds, Manchester) with excellent kit for remote work and a parent-friendly culture.
- **Benefits (UK)**:
  - 25 days annual leave + bank holidays, increasing with tenure; one paid volunteer day per year.
  - Competitive compensation, annual cash bonus, sign-on bonus, relocation support, and up to 5% matched pension.
  - Equity awards for eligible roles.
  - Private healthcare (single cover funded), gym access (HQ on-site, discounted external), wellbeing apps (LesMills+, Strava, Headspace, Yogaia) via GymPass.
  - Life assurance, discounted dental, critical illness cover, travel insurance.
  - Free Deliveroo Plus (free delivery), team lunches from local restaurants.
  - Cycle to Work Scheme, Season Ticket Loans, free mortgage advice.
  - Excellent learning & development via RooLearn platform.
- **Engineering culture**: Tackle complex scale and machine learning problems coordinating millions of real-time interactions across a three-sided marketplace.

## Sources
1. [deliveroo.co.uk](https://deliveroo.co.uk/about-us) – Company overview, history, products, and values.
2. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/) – Career page with mission, culture, and team size.
3. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/locations/united-kingdom/) – UK-specific benefits, office locations, and compensation details.
4. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/how-we-hire/) – Hiring process and interview tips.

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