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For Companies At a Glance
- Tasks: Lead strategic programmes to enhance customer experience and operational excellence.
- Company: Join Deliveroo, a fast-growing company prioritising diversity and employee welfare.
- Benefits: Enjoy healthcare, generous leave, and support for charitable causes.
- Why this job: Make a real impact in a dynamic environment while leading innovative projects.
- Qualifications: Proven experience in programme leadership and strategic planning.
- Other info: Flexible hybrid role with opportunities for personal and professional growth.
The predicted salary is between 43200 - 72000 £ per year.
We are looking for an experienced Senior Programme Manager to join the Customer Experience Programme Management Function for a 12-month fixed-term maternity cover. This role is central to delivering complex programmes that improve service quality, reduce cost, and scale operational excellence across Deliveroo's global support ecosystem - including Customer Care, Partner Services Centre (PSC), Rider Services Centre (RSC) and Trust/Fraud.
Reporting to the Head of Customer Experience Programme Management, you will orchestrate the delivery of strategic, cross-functional programmes that span operations, product, strategy, technology and markets. You will ensure benefits realisation, clarity, alignment, and momentum across multiple teams to land change effectively and sustainably.
What You'll Be Doing
- Lead Strategic Programmes: Manage the end-to-end delivery of high-impact initiatives across Support and Trust, ensuring robust planning, governance, and progress tracking.
- Programme Governance & Reporting: Establish clear structures for status tracking, risk management, and executive reporting, ensuring transparency and accountability.
- Cross-Functional Alignment: Build trusted relationships with senior stakeholders across Product, Markets, Tech, Data Science, Strategy, Operations, facilitating alignment, managing dependencies, and removing delivery barriers.
- Insight & Impact Measurement: Monitor progress and impact on success metrics, and communicate impact clearly and persuasively to senior leadership throughout the programme lifecycle.
- Champion Best Practices: Embed programme management excellence across the group by developing and implementing effective frameworks, tools, and ways of working that enable consistent, high-quality delivery.
Requirements
- Extensive Programme Leadership: Proven experience delivering complex, cross-functional programmes with measurable business impact across multiple markets or functions.
- Strategic Planning & Delivery: Able to translate strategy into actionable roadmaps, manage interdependencies, and drive effective execution in ambiguous environments.
- Change Leadership: Skilled in leading large-scale change, influencing adoption of new tools and processes, and driving alignment across senior stakeholder groups.
- Operational & Commercial Acumen: Strong understanding of customer operations or service environments, balancing efficiency, quality, and experience.
- Structured & Analytical Thinking: Excellent problem-solving skills, with the ability to interpret data, anticipate risks, and make clear, evidence-based recommendations.
- Communication & Influence: Exceptional communicator, comfortable engaging senior audiences, simplifying complexity, and enabling clear decision-making.
- Collaboration & Resilience: Able to lead through influence, coordinate across diverse teams, maintaining focus and momentum in fast-paced, evolving and uncertain contexts.
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, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
At Deliveroo, 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 businesses in a rapidly growing industry. We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don’t hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.
Senior Programme Manager - Maternity 12m FTC employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Programme Manager - Maternity 12m FTC
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or through industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Programme Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to programme management. We suggest using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Don’t forget to research Deliveroo’s culture and values! Understanding their commitment to diversity and customer experience will help you align your answers with what they’re looking for. It shows you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen. Plus, we often have exclusive roles listed there that you won’t find anywhere else. Let’s get you that interview!
We think you need these skills to ace Senior Programme Manager - Maternity 12m FTC
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Programme Manager role. Highlight your experience in managing complex programmes and how you've driven change in previous roles. We want to see how your skills align with what we're looking for!
Showcase Your Achievements: When detailing your past experiences, focus on specific achievements that demonstrate your impact. Use metrics where possible to show how you’ve improved service quality or reduced costs. This will help us see the tangible benefits you can bring to our team.
Be Clear and Concise: Keep your application clear and to the point. Avoid jargon and make sure your key points stand out. We appreciate straightforward communication, especially when it comes to complex topics like programme management.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows us you're keen on joining our team at Deliveroo!
How to prepare for a job interview at Deliveroo
✨Know Your Programmes
Before the interview, dive deep into the specifics of programme management. Familiarise yourself with Deliveroo's customer experience initiatives and think about how your past experiences align with their goals. This will help you speak confidently about how you can lead strategic programmes.
✨Showcase Your Leadership Skills
Prepare examples that highlight your ability to lead cross-functional teams and manage complex projects. Be ready to discuss how you've influenced change and driven alignment among senior stakeholders in previous roles. This will demonstrate your capability to handle the responsibilities of the Senior Programme Manager position.
✨Master the Metrics
Understand the key success metrics relevant to customer experience and operational excellence. Be prepared to discuss how you've measured impact in your past roles and how you plan to monitor progress in this new role. This shows that you're results-oriented and can communicate effectively with senior leadership.
✨Emphasise Collaboration
Highlight your experience in building trusted relationships across diverse teams. Share specific instances where you've successfully navigated challenges and maintained momentum in fast-paced environments. This will illustrate your collaborative spirit and resilience, which are crucial for this role.
