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Deliveroo is seeking a Senior Manager to lead the Rider Onboarding and Compliance team within the Rider Support Centre. This is a global, centralized function responsible for onboarding new riders quickly and safely while maintaining compliance across all active riders—directly impacting rider retention and satisfaction.
You will report to the Head of Rider Services and lead a multi-layered team structure: 3 Team Leads, approximately 30+ in-house representatives across London and Manchester offices, and approximately 30+ team members in Deliveroo India. You will also hold outsource vendor partners accountable for performance across all Deliveroo markets.
Key responsibilities include:
- Owning and executing the global rider onboarding and compliance strategy to deliver the right rider hours in the right areas with fully compliant riders
- Leading, coaching, and scaling distributed operational teams across the UK, India, and external BPO vendor partners
- Planning and executing large-scale strategic initiatives, including onboarding pipeline standardization and compliance process redesigns in collaboration with Legal, Policy, and Data Science
- Managing vendor performance and capacity, including forecasting models and resource optimization across global volume shifts
- Acting as the primary rider advocate across the business to resolve complex escalations and drive operational excellence
You will work in a fast-paced, global environment where service excellence drives real impact. The role offers visibility into how your work improves outcomes for customers, riders, and restaurant partners, with opportunities to develop deep operational and regulatory expertise across multiple markets.
Requirements:
- Proven operational leadership with significant experience leading multi-layered, multi-site teams in fast-paced environments (onboarding, trust & safety, compliance, or customer support operations)
- Vendor and BPO management expertise with hands-on capability in managing external outsource partners and holding them accountable to strict quality and compliance standards
- Strong resource and capacity planning skills with demonstrated ability to build forecasting models and optimize headcount across internal and offshore resources
- Cross-functional stakeholder management experience, particularly with Legal, Policy, and Data Science teams to navigate complex regulatory and risk requirements
- Change management and execution track record with ability to implement process changes, automation, and tooling that improve efficiency across distributed teams
