Job Description

At Deliveroo, customer experience is at the heart of our mission to build the definitive food company. As a strategy manager you'll be operating at the forefront of the business and solving some of our most complex problems. You'll work with colleagues from across the business on both company initiatives and tactical projects to achieve business goals in one of the following areas:

Developing compensation policies to make things right when customers have an issue with their order, improving retention and the recovery experience Improving our claim decision making process, reducing fraudulent claims and compensation abuse Fairly allocating the cost of defects between Deliveroo and Partners/Merchants and any subsequent contests Thinking about the optimal recovery resolution for a range of product categories, balancing the needs of the customer with the needs of both Deliveroo and the merchant. Including, but not limited to: credits, refunds, redeliveries and returns. Creating and updating policies in support of company and departmental initiatives, continuous improvement, and compliance and legal regulations.

What you'll be doing

This role focuses on solving complex problems by balancing customer experience, cost, and legal risks. It involves leading both tactical and strategic initiatives, identifying cost-saving opportunities, and working cross-functionally to implement and track them. Responsibilities include creating business cases for funding, ensuring legal compliance, and tackling fraud risks with Trust and Science teams. The role also requires identifying and escalating risks, reporting key metrics to senior stakeholders, and acting as a subject matter expert. Strong collaboration with product, data science, and global operations teams is essential, along with managing team workload across ongoing tasks and new initiatives.

Requirements

We are looking for someone who:

Has 3+ years' experience as an Operations Manager or Consultant in a fast moving and dynamic company - experience in Agile work is highly desirable Can make recommendations based on data, analysis, intuition and primary research Is action orientated, with experience of leading performance improvement projects including automation - both with and without GenAI Can prioritise effectively - leading on multiple project workstreams concurrently and independently Is calm under pressure and has experience of crisis management and business continuity Is knowledgeable of CRM systems (e.g. Zendesk / Salesforce) and has experience of creating synergies across systems Has some partner / vendor management experience and can support our partners in delivering change Takes personal accountability for quality and accuracy of their work Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), SQL skills are highly desirable but not essential Can coach and mentor a number of direct reports and has examples of frontline people engagement projects

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.