💼 About This Role

You'll lead complex cross-functional programmes that improve service quality and reduce cost across Deliveroo's global support ecosystem, working with teams in operations, product, and technology. Your work directly impacts customer, rider, and partner outcomes in a fast-paced environment. This role is part of the combined DoorDash global team, offering greater scale and ambition.

🎯 What You'll Do

• Manage end-to-end delivery of high-impact initiatives across Support and Trust
• Establish programme governance, risk management, and executive reporting
• Align cross-functional stakeholders in Product, Markets, Tech, Data Science
• Monitor success metrics and communicate impact to senior leadership
• Embed programme management best practices and frameworks across the group

📋 Requirements

• Programme Leadership delivering complex cross-functional programmes with measurable business impact
• Strategic Planning translating strategy into actionable roadmaps in ambiguous environments
• Change Leadership driving large-scale change and influencing senior stakeholder adoption
• Operational Acumen understanding customer operations and balancing efficiency with quality

✨ Nice to Have

• Experience in a multi-market or global role
• Background in customer experience or service operations
• Familiarity with Deliveroo's ecosystem or similar marketplace

🎁 Benefits & Perks

• 🔧 Make a visible impact every day on customer, rider, and partner outcomes
• 🌱 Grow through ownership of complex cases and operational improvements
• 🧠 Develop deep operational expertise across teams and markets
• 🌎 Deliver together in an inclusive, collaborative culture

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Cross-functional Panel· 60 min
4. 4Final Round with Senior Leadership· 60 min