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This is a permanent leadership role reporting into the Customer Support organization at Deliveroo (operating under the DoorDash umbrella alongside Wolt). The Director owns three interconnected strategic pillars across a multi-year horizon:
**Support Service Design**: Own demand and supply planning, scheduling, and frontline service architecture across Wolt and Roo brands. Maintain role architecture maps, evaluate how tools (CRM, WFM, knowledge base, AI) enable frontline work, and evolve the target-state model as AI-augmented ways of working mature. Run continuous gap analysis between current and target state with prioritized interventions.
**Support Site Strategy**: Own the support site footprint as an ongoing portfolio across both brands. Maintain and refresh strategic scenarios covering cost, quality, risk, and scalability. Own the financial model (OpEx, CapEx, transition costs). Continuously assess BPO vs. in-house mix, nearshore vs. offshore trade-offs, and consolidation opportunities. Frame site strategy against contact volume reduction through automation.
**Workforce Management Transformation**: Own WFM maturity across both brands—demand forecasting, capacity planning, scheduling, real-time management. Identify and close tooling gaps and duplication. Own the consolidated WFM target operating model and drive continuous efficiency through org consolidation, contact automation, AI-assisted agent workflows, and scheduling optimization. Own tooling requirements and vendor strategy.
**DoorDash Technology Integration**: Maintain deep working knowledge of DoorDash's support technology stack and translate capabilities into concrete business levers for Wolt and Roo. Own the dependency map between integration milestones and support transformation roadmap. Flag risks early where integration timelines could affect strategy execution.
**Execution Planning**: Own the rolling execution plan with prioritized initiatives, owners, investment, and expected outcomes. Own the forward-looking roadmap covering strategic bets, sequencing logic, and capability-build requirements. Maintain stakeholder alignment across Support Operations, Product, Finance, and People functions.
Core ongoing responsibilities include maintaining current-state visibility across service design, site footprint, and WFM maturity; running weekly, monthly, quarterly, and annual planning mechanisms; owning the consolidated WFM operating model with signed-off financial projections; and maintaining a rolling forward roadmap ratified through regular leadership review. All recommendations must be underpinned by financial models and decision-ready on first presentation.
