Hybrid opportunity at
DeliverooPeople Operations Process Transformation Lead
Deliveroo, which is now part of DoorDash, is seeking a People Operations Process Transformation Lead for its hybrid position based out of London. In this role,…
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About This Role
Deliveroo, which is now part of DoorDash, is seeking a People Operations Process Transformation Lead for its hybrid position based out of London. In this role, you will join the People Services and Enablement team to build the operational HR foundation across three global brands, which include DoorDash, Wolt, and Deliveroo. You will be tasked with unifying services, streamlining workflows, and preparing core processes for agentic AI. The ideal candidate…
Job Description
Deliveroo, which is now part of DoorDash, is seeking a People Operations Process Transformation Lead for its hybrid position based out of London. In this role, you will join the People Services and Enablement team to build the operational HR foundation across three global brands, which include DoorDash, Wolt, and Deliveroo. You will be tasked with unifying services, streamlining workflows, and preparing core processes for agentic AI. The ideal candidate will transform fragmented processes into scalable, AI-ready operations that return capacity to the business.
Working within a global team, you will collaborate with cross-functional groups such as People Tech, Knowledge and Content, Payroll, and Centres of Excellence. Your daily duties will involve establishing unified service catalogues, eliminating process waste, measuring team capacity, implementing agile methodologies for AI, and optimising case management workflows in Jira. Deliveroo offers an inclusive culture with entrepreneurial environments where you can make visible daily impacts and grow your career.
Responsibilities
- Build a single, cross-brand catalogue of all People Services activities featuring named owners, version control, and clear process mapping across Jira, Workday, and local tools
- Identify and eliminate redundant handoffs, rework, and unnecessary approvals before documenting standard operating procedures
- Apply a consistent T-shirt sizing framework based on effort, complexity, and risk to manage the operational backlog and measure FTE hours returned
- Manage the agile methodology for agentic AI by defining intake, sprint frameworks, and definition-of-done standards
- Design structured Jira workflows, auto-routing rules, and an AI case assistant to ensure single-front-door intake, higher first-contact resolution, and strict SLA adherence
- Partner cross-functionally with People Tech, Knowledge and Content, Payroll, and Centres of Excellence to transition work into centralised services and track efficiency gains
Requirements
- Significant background in process improvement, operational excellence, or HR shared services transformation within a complex, multi-country organisation
- Demonstrated capability to catalogue, size, and simplify end-to-end processes to achieve measurable gains in hours or cost
- Practical understanding of agile frameworks such as kanban, sprint cycles, and backlog management within operational or tech-enabled teams
- Hands-on experience designing or governing AI-enabled and agentic workflows, including establishing quality benchmarks and human-in-the-loop checkpoints
- Proven ability to create ticketing and case management workflows, ideally using Jira, and influence cross-functional stakeholders across HR, technology, and compliance without direct authority
Qualifications
- Practical experience or configuration skills involving Jira Service Management or Workday
- Formal training or practical application in Six Sigma, Lean, or continuous improvement methodologies
- Experience developing prompt evaluations, structured decision trees, or knowledge architectures for LLM-powered tools
- Exposure to operational change management, payroll handoffs, and EMEA employment compliance
Core Skills
Benefits
- Opportunity to make a visible daily impact that directly improves experiences for riders, partners, and customers
- Ability to learn fast in an entrepreneurial environment with autonomy, pace, and real responsibility
- Career development opportunities to stretch your skills and grow alongside the evolving business
- Collaborative and values-driven team culture that supports flexible working styles
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote policy for this role?
This is a hybrid position based out of London.
What is the employment type?
The posting specifies full-time employment.
What salary is offered for the People Operations Process Transformation Lead?
The salary is not stated in the job posting.
What experience is required for this position?
Candidates need significant experience in process improvement, operational excellence, or HR shared services transformation within a multi-country organisation, alongside practical agile knowledge and experience with AI-enabled workflows and ticketing design.
Sample Interview Questions
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