Opportunity at
DeliverooSenior Manager, Rider Onboarding and Compliance
Deliveroo is an organization that operates globally as part of DoorDash, focusing on transforming food and retail shopping. The Rider Support Centre operates a centralized function…
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About This Role
Deliveroo is an organization that operates globally as part of DoorDash, focusing on transforming food and retail shopping. The Rider Support Centre operates a centralized function across all markets, tying directly into rider retention and satisfaction metrics. The organization seeks a Senior Manager for Rider Onboarding and Compliance to oversee the team responsible for vetting and onboarding new applicants safely and efficiently while maintaining compliance for active riders. This on-site…
Job Description
Deliveroo is an organization that operates globally as part of DoorDash, focusing on transforming food and retail shopping. The Rider Support Centre operates a centralized function across all markets, tying directly into rider retention and satisfaction metrics. The organization seeks a Senior Manager for Rider Onboarding and Compliance to oversee the team responsible for vetting and onboarding new applicants safely and efficiently while maintaining compliance for active riders. This on-site role reports directly to the Head of Rider Services and is located in London.
This position suits an experienced leader capable of guiding multi-layered global operations. The person in this role will direct three Team Leads, an in-house staff of over thirty representatives split between London and Manchester, an offshore team of over thirty individuals in India, and external BPO vendor partners. Daily duties involve managing onboarding strategies, overseeing capacity forecasting, addressing complex escalations, and collaborating closely with Legal, Policy, and Data Science departments to execute large-scale initiatives.
Responsibilities
- Manage and execute the global rider onboarding and compliance strategy to supply correct rider hours in designated areas with fully compliant workers
- Lead, coach, and scale a multi-layered operational group spanning the UK, an internal team in India, and external BPO vendor partners
- Plan and execute major strategic projects such as onboarding pipeline standardisation and compliance process redesigns with Legal, Policy, and Data Science teams
- Direct outsource vendor productivity, set up robust forecasting models, and manage end-to-end team resourcing and global volume shifts
- Act as the primary business advocate for riders to resolve complex escalations, leverage new tooling or automation, and drive operational excellence
Requirements
- Demonstrated background in leading multi-layered, multi-site teams within fast-paced operations such as onboarding, trust and safety, compliance, or customer support
- Practical experience managing external outsource vendor partners to strict quality and compliance standards
- Commercial and analytical capability to build forecasting models and optimize headcount across internal and offshore resources
- Experience partnering cross-functionally with Legal, Policy, and Data Science departments to navigate regulatory, risk, and fraud requirements
- Track record of implementing process changes, automation, and tooling to improve efficiency across distributed teams
Core Skills
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 work setting of this role?
The position is located in London and is explicitly designated as an on-site role.
Who does this position report to?
The Senior Manager reports to the Head of Rider Services.
What are the teams managed under this position?
The role leads three Team Leads, over 30 in-house representatives split between London and Manchester offices, an internal team of over 30 people in India, and external BPO vendor partners.
What is the salary for this position?
The job posting does not specify a salary.
What does the interview process typically involve?
The interview process typically includes 3 to 4 stages.
Sample Interview Questions
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