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DeliverooStrategy & Operations, Expansion Program Manager
Deliveroo is now a DoorDash business, and this posting covers support automation work across the wider group. The Customer Experience team builds automated support tools to…
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About This Role
Deliveroo is now a DoorDash business, and this posting covers support automation work across the wider group. The Customer Experience team builds automated support tools to fix last-mile problems quickly and consistently. This Expansion Program Manager role drives the rollout of support automation into international markets. The manager owns the international rollout plan, reports on the North Star metric, and reviews progress weekly. The work covers choosing which use cases…
Job Description
Deliveroo is now a DoorDash business, and this posting covers support automation work across the wider group. The Customer Experience team builds automated support tools to fix last-mile problems quickly and consistently.
This Expansion Program Manager role drives the rollout of support automation into international markets. The manager owns the international rollout plan, reports on the North Star metric, and reviews progress weekly. The work covers choosing which use cases to automate, ranking them, and rolling them out in other countries consistently and lawfully. The manager works with Product and Engineering on feature parity and local adaptation, partners with Analytics on impact experiments, and handles dependencies across Product, Engineering, Analytics, Legal and local market leads.
The manager presents the programme in business reviews and executive forums held weekly, covering progress, risks and the decisions leaders must make. The listing asks for five or more years in strategy, operations or consulting, with a record of delivering across complex teams. Prior work on support strategy, automation or market entry would help.
Responsibilities
- Define the international support automation strategy, including use cases and priorities
- Own the North Star metric and push corrective action when progress lags
- Create a playbook for scaling automation across use cases and channels
- Design and assess experiments with Analytics to guide launch decisions
- Coordinate across Product, Engineering, Analytics, Legal and local market leads
- Report progress, risks and decisions needed in leadership forums
Requirements
- Five or more years in strategy, operations, consulting or a related area
- Record of results in complex, cross-functional settings
- Ability to bring structure to ambiguous, multi-team work
- Comfort pulling data with SQL or modelling in Excel
- Persuasive communicator who can engage leaders at every level
- Willingness to decide with imperfect information
Qualifications
- Prior work on support strategy, automation or market entry
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 core purpose of this role?
The manager leads the expansion of support automation into international markets and owns the rollout plan and North Star metric.
Which teams are involved?
Product, Engineering, Analytics, Legal and local market leads, plus senior leadership in reviews.
Is a salary figure listed?
No. The posting does not state a salary.
What experience is required?
At least five years in strategy, operations, consulting or a related field, with delivery in complex settings.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.