Partner Support Manager

Responsibilities

• Manage channel, queue and agent performance for partner onboarding and lifecycle support across the UAE (Dubai) and GCC (Qatar, Kuwait).
• Identify trends and perform root cause analysis on agent productivity, quality and partner experience.
• Define and implement metrics, targets and best practices to improve first-touch resolution and partner satisfaction.
• Own performance improvement strategies for vendor partners and drive continuous improvement initiatives.
• Lead deep dives and prepare updates for senior leadership on performance gaps and business reviews.
• Collaborate with cross-functional stakeholders to surface operational issues and influence remediation.

Requirements

• 4+ years
• Vendor operations
• Performance management
• CRM (Salesforce)
• Analytical skills
• SQL desirable

Preferred Qualifications

• Experience managing blended internal and external teams in fast-moving operations.
• Proven track record of leading performance improvement projects, backlog reduction and root cause analysis.
• Comfortable presenting to senior stakeholders and driving cross-functional change.
• Strong spreadsheet skills (pivot tables, INDEX/MATCH) and experience building cross-system reports.
• Prior experience supporting marketplace partners or vendor operations in the MENA region.

Benefits

• Health Insurance
• Family Medical Insurance
• Annual Leave
• Relocation Allowance
• Flights

About the Company

Deliveroo is a technology-driven food delivery company focused on transforming how people access great food. Operating across the UAE and the wider region, Deliveroo combines high-growth startup culture with a focus on excellent customer and partner experiences. The Care and Operations teams drive agent performance, continuous improvement and best-in-class partner support to make Deliveroo a differentiator in the marketplace.