Training & Development Manager

Training & Development Manager

Hybrid Role - Manchester HQ Based (3 days per week)

About the team:

The Marketplace Support and Service Excellence Team (Support and Service), centrally manages our entire global customer care operation which includes the Workforce Planning, Performance and Strategy Team, the Care Excellence Team and Care Operations which includes live support for consumers, riders and restaurants, as well as technical and logistical Operations and non-live support. With a company as big as Deliveroo, we have a number of customer care centres based around the globe to support our different markets and languages. The mission of our team is to deliver an excellent customer experience across the three-sided marketplace (customers, restaurants and riders) in partnership with our vendors, whilst delivering efficiencies and driving continuous improvement, change and transformation. The true essence of the team is best understood by our 3 principles…Fix it Fast, Keep it Simple, and Be the Best.

About the role:

As the Training & Development Manager, you will lead a team of Training Managers and learning specialists to design and deliver impactful, scalable training programs that drive performance and customer satisfaction across Deliveroo’s global Operations and Support customer care teams. You’ll partner with cross functional teams in Operations and Service Excellence to develop data driven learning strategies that build capability and promote operational excellence. In addition, you’ll collaborate closely with peers across the Process, Content, and Quality functions to ensure alignment and consistency in how we enable and support our frontline teams. Using a blended approach that combines digital, AI powered, and instructor led learning, you’ll create engaging, flexible, and effective learning experiences that help employees onboard faster, develop continuously, and deliver exceptional service to our consumers, riders, and restaurant partners.

What you’ll be doing

• Lead and mentor Training Managers and learning specialists to deliver consistent, high quality learning initiatives across global customer care 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.

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 and execute multiple complex initiatives in a dynamic environment.

• Exceptional analytical and communication skills, with the ability to leverage training, onboarding, and learning insights to shape strategic development initiatives and deliver measurable outcomes.

• Working proficiency in a second language is desirable.

• Be part of a 24/7 on-call rota, roughly 2 weeks per quarter (On-call incident management coverage including nights, weekends, bank holidays)

• Will require international travel.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

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.