The opportunity
Join us in our mission to transform the way people shop and eat, where impact, innovation and growth drives everything we do.
What you'll do
circa 30+ in-house Representatives split across our London and Manchester offices,
circa 30+ person team in Deliveroo India
Deliver core marketplace operational metrics: Own and execute the global rider onboarding and compliance strategy to ensure we deliver the right rider hours, in the right areas, with fully compliant riders.
Lead distributed global teams: Lead, coach, and scale a multi-layered operational team across the UK, an in-house team of 30+ in India, and external BPO vendor partners.
Drive large-scale strategic initiatives: Plan and execute major projects, including onboarding pipeline standardisation and compliance process redesigns in close collaboration with Legal, Policy, and Data Science.
Manage vendor performance and capacity: Direct outsource vendor productivity and set up robust forecasting and capacity models to effectively manage end-to-end team resourcing and global volume shifts.
What they're looking for
- Advocate for riders and continuous improvement: Act as the primary rider advocate across the business to resolve complex escalations, leverage new tooling or automation, and drive operational excellence.
- Proven operational leadership: Significant experience leading multi-layered, multi-site teams in a fast-paced environment (such as onboarding, trust & safety, compliance, or customer support operations).
- Vendor & BPO management expertise: Hands-on capability in managing external outsource vendor partners, holding them accountable to strict quality and compliance standards while building collaborative, outcome-focused relationships.
- Resource and capacity planning: Strong commercial and analytical skills with demonstrated ability to build forecasting models and optimise headcount across internal and offshore resources.
