# SMB Program Manager [Deliveroo](https://gurify.com/jobs?q=Deliveroo) · Manchester, United Kingdom · Posted yesterday [Project Manager](https://gurify.com/jobs/project-manager) [Apply on the original posting → (opens in a new tab)](https://job-boards.greenhouse.io/deliveroo/jobs/8205822) ## Job description ### 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. ### 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. ### 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. If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you! Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring — learn more about DASH Brands' legitimate recruiting process at careersatdoordash.com/recruitment-scam-awareness. **Live in Deliveroo’s hiring system.** Read from the company's own applicant tracking system, not reposted from a job board — so it's a real, open requisition rather than an ad that outlived the role. 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Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we\u2019re unlocking new possibilities as one global team.\u003C/p\u003E\u003Ch3\u003EThe Role\u003C/h3\u003E\u003Cp\u003EAs a Program Manager for our Operational Support team, you will lead the design and delivery of large-scale programmes across the SMB Hub \u2014 from structured engagement frameworks to communications and change initiatives \u2014 that keep the Hub\u0026#39;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.\u003C/p\u003E\u003Cp\u003EThis 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.\u003C/p\u003E\u003Ch3\u003EThe Team\u003C/h3\u003E\u003Cp\u003EThe SMB Hub brings together our commercial teams \u2014 Sales, New Partner Experience (NPX), Account Management and Partner Support \u2014 responsible for Deliveroo\u0026#39;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.\u003C/p\u003E\u003Cp\u003EThe Operational Support team is the glue that holds the Hub together. Within the team, we own workforce management (WFM), commercial excellence, tooling and automation \u2014 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.\u003C/p\u003E\u003Ch3\u003ECore Responsibilities\u003C/h3\u003E\u003Ch3\u003EProgramme \u0026amp; Change Management\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003ELead end-to-end delivery of large-scale SMB initiatives \u2014 from scoping and governance through to sign-off, communications and reporting \u2014 so senior teams can track commercial impact.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EApply a consistent, recognised methodology (PRINCE2 or Six Sigma) to give initiatives clear milestones, risk management and quality control.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EDesign and embed a structured engagement framework for the Hub, defining how initiatives are prioritised, resourced and measured.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EStrategic Planning\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003ETranslate Hub priorities into actionable delivery plans that support commercial objectives, such as Ad revenue growth and partner adoption of Ads and Offers.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EMonitor delivery and engagement metrics (e.g. Peakon, adoption rates) and use the insight to adjust plans, manage risk and support decision-making.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ECollaborate with senior leadership across Sales, NMX and Account Management to align delivery capacity with Hub priorities.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EStakeholder Engagement \u0026amp; Communication\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EOwn the SMB communications strategy \u2014 channel ownership, sequencing and accountability \u2014 to improve clarity and consistency of key messages.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EProduce clear, structured reporting that translates operational detail into decisions for senior stakeholders.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EAct as the conduit between Sales, NPX, Account Management, Partner Support and Ops, keeping a wide stakeholder group aligned and informed.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EWhat You\u0026#39;ll Be Doing\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003ELeading delivery of the Hub\u0026#39;s structured engagement framework, defining how initiatives are prioritised and measured.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EDesigning and implementing strategic communications and change initiatives, ensuring cross-functional alignment and coaching teams to embed new ways of working.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EApplying PRINCE2 or Six Sigma to bring rigour, clear milestones and risk management to SMB programmes.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EDelivering the Hub\u0026#39;s career pathway and capability-building initiatives, connecting development and learning to progression.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EChampioning change and identifying new ways of working with Sales, NPX and Account Management to ensure agents have the right tools and content.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EPartnering with the commercial excellence and central teams to build robust plans that drive change through better engagement, improved efficiency or increased capability.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ELinking delivery directly to commercial outcomes, such as Ad revenue growth and partner adoption of Ads and Offers.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EIdentifying risks and inconsistencies before they affect delivery, escalating and problem-solving with appropriate autonomy.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EWhat You\u0026#39;ll Need to Thrive\u003C/h3\u003E\u003Cp\u003EThis 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.\u003C/p\u003E\u003Ch3\u003EThe required skills include:\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EStrong project and programme management skills, ideally with a PRINCE2 or Six Sigma qualification (or clear demonstrable working knowledge)\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EExcellent time management \u2014 able to prioritise, sequence and protect delivery quality across multiple workstreams\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EStrong written and verbal communication skills, with the ability to flex style for different audiences, including senior stakeholders\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EProven ability to lead and deliver complex plans against deadlines, with a clear prioritisation model\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EComfortable working with data and metrics to track and evidence impact, not just activity\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EA collaborative approach; able to bring the right people together across functions and build trust quickly\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EThe desired experiences include:\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003ETypically 3\u002B years\u0026#39; experience in project or programme delivery, operations, or a comparable environment\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EIs either Six Sigma or Prince2 methodology (or equivalent) certified (Preferred)\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EExperience delivering communications, engagement or change initiatives at scale\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EExperience working within a commercial or contact-centre operating environment\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EWhy Join Us?\u003C/h3\u003E\u003Cp\u003EAt Deliveroo, you\u0026#39;ll do work that matters, solving real-world problems in a three-sided marketplace that\u0026#39;s constantly evolving.\u003C/p\u003E\u003Cp\u003EWe\u0026#39;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:\u003C/p\u003E\u003Cp\u003E\u0026#128295; Solve meaningful problems at real scale Work on a complex, always-on marketplace that impacts millions every day.\u003C/p\u003E\u003Cp\u003E\u0026#127793; See your impact, fast Ship, test and improve ideas quickly in a low-hierarchy, high-ownership environment.\u003C/p\u003E\u003Cp\u003E\u0026#129504; Grow through challenge and ownership Take on big, ambiguous problems and accelerate your career with strong support.\u003C/p\u003E\u003Cp\u003E\u0026#127758; A culture built for builders High standards, collaboration, flexible working and continuous learning.\u003C/p\u003E\u003Cp\u003EWe aim to create a fair process that lets your skills shine \u2014 our interview typically includes 3-4 stages. Find more about how we hire here.\u003C/p\u003E\u003Ch3\u003EOur Global Structure\u003C/h3\u003E\u003Cp\u003EDeliveroo 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\u0026#39;re unlocking new possibilities as one global team.\u003C/p\u003E\u003Ch3\u003EDiversity, Equity and Inclusion\u003C/h3\u003E\u003Cp\u003EAt 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\u0026#39;re committed to fostering an environment where everyone can do their best work and feel they belong.\u003C/p\u003E\u003Cp\u003EWe 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.\u003C/p\u003E\u003Cp\u003EIf 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\u0026#39;ll have the opportunity to let us know once you\u0026#39;ve submitted your application. We\u0026#39;ll share details on how to request support so we can ensure you have a fair and equitable experience.\u003C/p\u003E\u003Ch3\u003EDiversity, Equity and Inclusion\u003C/h3\u003E\u003Cp\u003EAt 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\u2019re committed to fostering an environment where everyone can do their best work and feel they belong.\u003C/p\u003E\u003Cp\u003EWe 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.\u003C/p\u003E\u003Cp\u003EIf 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\u2019ll have the opportunity to let us know once you\u2019ve submitted your application. 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