Job Description

We're looking for a talented and driven individual to join Deliveroo's Rider Services department -- a bustling and vibrant team dedicated to helping riders get on the road and providing top-tier support once they're there. This is a fantastic opportunity to be part of a fast-growing, high-impact team and develop your operational and analytical skillset within one of the world's most exciting technology companies.


As a Senior Operations Associate, you'll play a key role in ensuring riders receive best-in-class support. You'll lead on cross-functional initiatives, support global standardisation, drive quality and process improvements, and liaise with stakeholders across markets and functions.


You'll report to the

Senior Global Rider Support Manager

and act as a subject matter expert (SME) for Rider Support operations.

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Key Responsibilities

Lead and support cross-market initiatives to standardise and enhance Rider Support processes globally. Ensure all processes are clearly documented, consistently maintained, and easily accessible in collaboration with central process and content teams. Leverage data and insights from tools such as Zendesk Explore, Looker, and SQL to identify opportunities for improvement and implement scalable, data-driven solutions. Maintain a Continuous Improvement mindset, leading end-to-end delivery of projects that improve operational efficiency, enhance team capability, and align with key business priorities Monitor key support metrics to drive operational excellence and improve rider satisfaction. Conduct quality assurance reviews, identify training needs, and support skill development to uplift overall team performance. Act as a key liaison with stakeholders including Legal, Policy, Planning & Analytics, and Ops Excellence to resolve escalations and align on rider-related policies. Provide coaching and structured feedback to junior team members, supporting their development and growth. Work on a number of key work streams within Rider Support:

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Rider Fees:

Manage the timely and accurate execution of rider fee payments across multiple markets, including monitoring spend and identifying anomalies.
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Automation:

Drive efficiency by leveraging AI and platform automation tools to streamline workflows and reduce manual effort across Rider Support operations.
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Vendor Management:

Collaborate with first-line vendor partners to ensure strong communication, performance tracking, and effective support mechanisms.

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Requirements

Excellent communication and stakeholder management skills. Data-literate, with experience using SQL and BI tools (nice to have) Strong problem-solving skills, with a track record of owning and delivering operational improvement projects. Ability to work independently in a fast-paced, ever-changing environment. Curious and commercially minded -- you seek to understand the bigger picture and contribute to its success.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.


We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.


We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.