Senior Manager, Rider Onboarding and Compliance

Join us in our mission to transform the way people shop and eat, where impact, innovation and growth drives everything we do. We're looking for a Senior Manager to join our Rider Onboarding and Compliance team. The team sits at the heart of the Rider Support Centre (RSC) and are responsible for getting new applicants out on the road quickly and safely, and for keeping active riders compliant once they're there. It's a centralised, all-markets function, and it has a direct line to two things Deliveroo cares about most: rider retention and rider satisfaction.

Own and execute the global rider onboarding and compliance strategy to ensure we deliver the right rider hours, in the right areas, with fully compliant riders. •

Lead, coach, and scale a multi-layered operational team across the UK, an in-house team of 30+ in India, and external BPO vendor partners. •

Plan and execute major projects, including onboarding pipeline standardisation and compliance process redesigns in close collaboration with Legal, Policy, and Data Science. •

Direct outsource vendor productivity and set up robust forecasting and capacity models to effectively manage end-to-end team resourcing and global volume shifts. •

Act as the primary rider advocate across the business to resolve complex escalations, leverage new tooling or automation, and drive operational excellence.

Our ideal candidate will bring expertise in: •

Significant experience leading multi-layered, multi-site teams in a fast-paced environment (such as onboarding, trust & safety, compliance, or customer support operations). •

Hands-on capability in managing external outsource vendor partners, holding them accountable to strict quality and compliance standards while building collaborative, outcome-focused relationships. •

Strong commercial and analytical skills with demonstrated ability to build forecasting models and optimise headcount across internal and offshore resources. •

Proven ability to partner with Legal, Policy, and Data Science teams to navigate complex regulatory, risk, and fraud requirements without sacrificing speed or rider experience. •

A strong bias to action with a track record of implementing process changes, automation, and tooling that lift efficiency across distributed teams.

At Deliveroo, customer care is central to how we build trust across our marketplace. You'll work in a fast-paced, global environment where service excellence drives real impact. 🔧

Your work directly improves outcomes for customers, riders and restaurant partners. 🌱

Take responsibility for complex cases and help shape improvements to how we operate. 🧠

Work across teams and markets to build strong regulatory and service knowledge. 🌎

Collaborative, values-driven teams that support how you work best. We aim to create a fair process that lets your skills shine - our interview typically includes 3-4 stages. Learn more about how we hire here.

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we're unlocking new possibilities as one global team.

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We're committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you'll have the opportunity to let us know once you've submitted your application. We'll share details on how to request support so we can ensure you have a fair and equitable experience. If you're excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we'd love to hear from you!