Senior Manager, Customer Support, Deliveroo Operations

Our Global Structure

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.

Why Deliveroo?

Our mission is to transform the way people shop and eat, connecting consumers, restaurants, shops, and riders to bring the neighbourhood to their door. We're redefining convenience by giving customers the ability to buy what they want, as they want it, when and where they want it.

Deliveroo is a technology-driven company at the forefront of one of the world's most dynamic industries. We are a relatively small team making a very large impact, moving fast, valuing ownership, and tackling some of the most interesting challenges in global commerce. We're driven by innovation, autonomy, and the ambition to deliver exceptional experiences for our customers, partners, and riders alike.

What You'll Be Doing

You will own frontline operational performance across two closely linked parts of Deliveroo's customer support network: an in-house Global Escalations team of around 50 agents based across the UK and Georgia, and the outsourced network delivering support on our behalf through three BPO partners and three Shared Service Centres, circa 1,500 agents across multiple locations, including the team leads and ops managers embedded within those outsourced functions.

Global Escalations sits at the heart of Deliveroo's most critical customer moments. The team manages our most sensitive, high-risk, and high-impact contacts, including complaints escalated to the Executive team. As the leader directly accountable for this recovery-focused centre of excellence, you will ensure the team operates with exceptional skill, judgement, and empathy, protecting Deliveroo's reputation, driving improvement through root cause analysis, and embedding a culture of integrity and customer-first recovery across the organisation.

For the outsourced network, you own how performance is delivered day to day, working closely with the team leads and ops managers embedded in each BPO and Shared Service Centre, not just the vendor relationship at arm's length. You own the operational rigour needed to make the network the best in class, from an experience and consistency perspective, across every market it supports.

Your key objective is to drive qualitative improvements to the customer experience, measured through CSAT, while balancing cost metrics like average handling time (AHT) and refund costs, rather than trading one off against the other. You will be the voice of Support to Deliveroo's market General Managers, taking full accountability for the Support experience in your markets, and you will partner closely with cross-functional Support & Operations teams, including Workforce Management, Training, Quality, and Policy, to drive initiatives that positively impact all three sides of the marketplace: customers, riders, and merchants.

You Will…

Own frontline operational performance delivered through the in-house Global Escalations team (UK and Georgia) and the outsourced network (3 BPOs, 3 Shared Service Centres, circa 1,500 agents), including the team leads and ops managers within those outsourced functions

Lead and develop the Global Escalations team directly, managing our most sensitive and reputation-critical contacts with judgement, empathy, and rigorous root cause analysis

Drive qualitative improvements to the customer experience, tracked through CSAT, while balancing cost metrics like AHT and refund costs

Act as the voice of Support to Deliveroo market GMs, taking full accountability for the Support experience in your markets and representing their priorities back into the function

Partner with Support & Operations cross-functional teams, including Workforce Management, Training, Quality, and Policy, to drive initiatives that improve the experience for customers, riders, and merchants

Design and run performance frameworks that hold BPO and SSC team leads and ops managers accountable for quality, SLA adherence, and CSAT, fostering a culture of partnership rather than pure oversight

Standardise processes and playbooks across outsourced partners and sites where it drives consistency, while respecting genuine market and site-specific differences

Diagnose and help bring down attrition and quality issues across the outsourced network, working with BPO and SSC leadership on the retention, engagement, and workforce planning changes needed

Partner with Product and Technology to shape the roadmap for customer support systems and channel strategy, identifying opportunities to enhance efficiency and automation across both in-house and outsourced teams

Build and maintain strong relationships with stakeholders across HR, Legal, and Policy to ensure service delivery evolves in line with business priorities

Drive data-informed improvement through analysis of contact drivers, escalation themes, and customer sentiment, translating insight into action for both Global Escalations and the outsourced network

Represent the function at relevant Weekly Business Reviews and senior forums, providing visibility on performance, risk, and recovery across both the in-house team and the outsourced network

Participate in the 24/7 Leadership Team on-call rota

Shape functional strategy and set OKRs for contact centre Support across Deliveroo markets, growing the remit from directing your own team to leading leaders, in line with DoorDash's Team Management career framework

Grow and develop the managers and leaders within your network, including Team Leads inside Global Escalations and the team leads and ops managers at each BPO and Shared Service Centre, building the next generation of people leaders

Skills & Experience You'll Need

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 u