Senior Training & Development Manager at Deliveroo

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, Customer Service, OperationsIndustries

Requirements

Proven experience in designing, delivering, and scaling learning programs within large, fast paced organisations, ideally in a contact centre or BPO environment
Strong background in training delivery and facilitation, with the ability to engage diverse audiences and achieve measurable learning outcomes
Expertise in instructional design with hands on experience using e learning authoring tools such as Articulate, Gomo, or similar platforms
Strong leadership and emotional intelligence, with the ability to inspire, coach, and manage diverse teams across multiple locations
Exceptional stakeholder management skills, with experience collaborating with senior leaders and external partners
Ability to prioritise

Responsibilities

Lead and mentor Training Managers and learning specialists to deliver consistent, high quality learning initiatives across global support operations
Design and oversee induction, change, and ongoing learning programs that accelerate onboarding, build capability, and support continuous improvement
Collaborate cross functionally to identify training needs, address skill gaps, and deliver tailored learning solutions that drive measurable performance improvement
Drive learning innovation through technology and blended models, including e learning via LMS, AI powered authoring tools, instructor led training (ILT), and Train the Trainer programs
Maintain global training standards through content quality control, LMS governance, trainer accreditation, and analytics to measure learning impact and ROI
Leverage data insights to assess training effectiveness, identify automation and efficiency opportunities, and continuously improve learning strategies
Partner with external vendors and BPOs to ensure consistent delivery of Deliveroo’s learning standards across global markets
Lead change and enable adoption during major operational transitions, ensuring clear communication, smooth implementation, and lasting impact

Skills

Key technologies and capabilities for this role

Training Program DesignLearning ManagementData-Driven StrategiesAI-Powered LearningInstructor-Led TrainingWorkforce DevelopmentOperational ExcellenceTeam LeadershipCross-Functional CollaborationPerformance ManagementCustomer ExperienceOnboarding ProgramsScalable TrainingBlended LearningProcess Alignment

Questions & Answers

Common questions about this position

Is this role remote or hybrid, and where is it based?

This is a hybrid role based at London HQ, requiring 3 days per week in the office.

What are the key responsibilities of the Senior Training & Development Manager?

You will lead and mentor Training Managers and learning specialists, design induction and ongoing learning programs, collaborate cross-functionally to address skill gaps, drive learning innovation with blended models, and leverage data to measure training impact.

What is the team structure for this position?

You will lead a team of Training Managers and learning specialists within the Marketplace Support and Service Excellence Team, which manages global customer care operations including Workforce Planning, Care Excellence, and Care Operations.

What are the team's principles or values?

The team's principles are Fix it Fast, Keep it Simple, and Be the Best.

What experience or skills make a strong candidate for this role?

Strong candidates will have leadership experience in training and development, expertise in designing scalable learning programs using blended approaches like LMS, AI tools, and ILT, and the ability to use data analytics for measuring ROI and driving improvements.

Deliveroo

Online food delivery connecting customers and restaurants

About Deliveroo

Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which gives customers unlimited free delivery for a monthly fee, encouraging loyalty and providing consistent revenue. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the pandemic, which helps build a positive public image and strengthen community relationships.

London, United KingdomHeadquarters

2013Year Founded

$1,569.6MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

5,001-10,000Employees

Benefits

Health Insurance

Paid Vacation

Parental Leave

Family Planning Benefits

Risks

Increased competition from Uber Eats and Just Eat threatens market share.

Rising operational costs due to inflation may impact profit margins.

Potential regulatory challenges could increase labor costs for delivery riders.

Differentiation

Deliveroo offers a diverse range of cuisines, from fast food to high-end dining.

The company partners with non-food brands, expanding beyond traditional food delivery.

Deliveroo's three-sided marketplace connects customers, restaurants, and delivery riders efficiently.

Upsides

Partnerships with brands like Accessorize diversify revenue and expand market reach.

Deliveroo Plus subscription service boosts customer loyalty and provides recurring revenue.

AI integration enhances delivery efficiency and reduces operational costs.

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