Senior Manager, Rider Onboarding and Compliance
Level inferred from job title
Job description
Senior Manager leading Deliveroo's global Rider Onboarding and Compliance team, responsible for getting new applicants on the road quickly and safely and keeping active riders compliant across all markets.
At a glance
- Work mode
- Remote · London
- Languages
- English
What you'll do
- 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
What we're looking for
- 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
Your team
Rider Onboarding and Compliance team
Sits at the heart of the Rider Support Centre (RSC); a centralised, all-markets function responsible for getting new applicants out on the road quickly and safely and keeping active riders compliant.
Benefits
- Make a visible impact every day: your work directly improves outcomes for customers, riders and restaurant partners
- Grow through ownership: take responsibility for complex cases and help shape improvements to how we operate
- Develop deep operational expertise: work across teams and markets to build strong regulatory and service knowledge
- Deliver together in an inclusive culture: collaborative, values-driven teams that support how you work best
How to get hired
- 1Interview typically includes 3–4 stages
Apply
Direct apply at Deliveroo
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About Deliveroo
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.
Mission
Transform the way people shop and eat
Key facts
- Deliveroo is now part of DoorDash
- Customer care is central to how Deliveroo builds trust across its marketplace
What they value
- Diversity, Equity and Inclusion
- Inclusive culture
- Collaboration