Training & Development Manager

• 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

• 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

Working proficiency in a second language is desirable

• A competitive and comprehensive compensation and benefits package
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
• Up to 5% matched pension contributions
• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success
• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants
• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity
• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On-site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance
• Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
• Summer and end-of-year parties