Own end-to-end vendor relationships for the UKIE market, driving performance against rigorous KPIs and SLAs.
Lead strategic governance forums, including Weekly, Monthly, and Quarterly Business Reviews (WBRs/MBRs/QBRs) to set priorities and review results.
Act as the primary escalation point for operational issues, ensuring swift and effective resolution for our partners.
Partner with cross-functional stakeholders across Operations, Product, and Commercial teams to provide clear performance insights and reporting.
Drive continuous improvement and change by leading projects, new launches, and process optimisations within the vendor environment.

Significant experience in contact centre operations, specifically leading large-scale accounts (100+ FTE).
Proven track record in vendor or relationship management, ideally with experience managing offshore or geographically dispersed teams.
Demonstrated ability to lead governance forums and influence senior stakeholders through clear communication.
Strong analytical and commercial mindset, with the ability to turn data into actionable operational improvements.
Resilience and a solutions-focused approach to navigating fast-paced, complex marketplace environments.

Make a visible impact every day: Your work directly improves outcomes for customers, riders and restaurant partners.
Grow through ownership: Take responsibility for complex cases and help shape improvements to how we operate.
Develop deep operational expertise: Work across teams and markets to build strong regulatory and service knowledge.
Deliver together in an inclusive culture: Collaborative, values-driven teams that support how you work best.

Partner Manager – Operations

Key skills