Senior Manager, Customer Support, Deliveroo Operations

• Extensive contact centre, BPO, or shared service centre leadership experience in a fast-paced, consumer-facing environment
• Proven experience managing outsourced or vendor relationships at scale, including the team lead and ops manager layer embedded within partner organisations, not just the commercial relationship
• Experience leading escalations or complaint handling in a reputation-sensitive environment, with strong judgement and the ability to drive recovery from the most sensitive customer moments
• A track record of bringing consistency and governance across multiple outsourced partners while respecting genuine local and market differences
• Experience diagnosing and reducing attrition while improving quality, in a large-scale, multi-site support operation
• A data-driven approach to balancing customer experience (CSAT) against cost metrics such as AHT and refund rate, without trading one off blindly against the other
• Experience representing a support or operations function to senior commercial stakeholders, such as General Managers or market leadership, taking full accountability for their experience of the function
• Experience partnering with cross-functional teams such as Workforce Management, Training, Quality, and Policy to drive improvements across a multi-sided marketplace
• Exceptional stakeholder management and communication skills, with the ability to influence senior leaders and work cross-functionally with Product, Legal, Policy, and People teams
• Strong analytical ability, comfortable turning contact driver, escalation, and sentiment data into action
• Strong people leadership skills, with experience building and developing a dispersed in-house team and driving performance indirectly through partner leadership
• A self-starter mindset, a can-do attitude, and willingness to be hands-on in a fast-moving, multi-geography environment
• Proven strategic mindset with a track record of shaping and executing operational strategies across multiple markets and vendors
• Deep operational understanding, including customer service design, vendor management, and process optimisation
• Demonstrated ability to deliver results in high-volume, complex environments with multiple priorities
• Experience partnering with Product and Tech to drive tooling, system, and automation improvements
• A mindset focused on continuous improvement, customer advocacy, and operational excellence
• Demonstrated ability to operate at a 'leads leaders' level per DoorDash's Levels and Expectations framework (Team Management track): shaping strategy and OKRs beyond your own team, and developing managers who in turn develop their own teams
• Meets the senior people-leadership bar DoorDash expects at this level: effectively leads a high-performing team, fosters a culture of belonging and engagement, and takes full accountability for the people outcomes of a large, dispersed organisation

Global Escalations and outsourced Support network

In-house Global Escalations team of around 50 agents based across the UK and Georgia, plus an outsourced network of three BPO partners and three Shared Service Centres, circa 1,500 agents across multiple locations.