Global Expansion & Support Automation Lead

Deliveroo; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Deliveroo in London, United Kingdom, is hiring a Strategy & Operations Expansion Program Manager to lead the expansion of automated support in international markets. You will own the end-to-end strategy and implementation of automated support features across new markets, leveraging automation to improve resolution rates and scalability.

You’ll serve as the S&O Expansion Program Lead, the central DRI for developing the international rollout plan, and you’ll work with Product, Engineering,

Qualifications

• You're organized. You thrive in creating structure out of ambiguity — defining clear ownership, milestones, and processes in a complex, multi-team environment.
• You're analytical. You let data win arguments, and you're comfortable pulling your own data in SQL or modeling in Excel to size opportunity, track performance, and inform decisions.
• You're persuasive. You are an effective communicator — speaking as if you're right and listening as if you're wrong. You can influence across DRIs at all levels.
• You act with urgency. Speed excites you. You move quickly, make decisions with imperfect information, and hold teams accountable to timelines.
• You're relentless. You do what it takes to drive outcomes, no matter how many teams or time zones are involved.
• You have 5+ years of experience in strategy, operations, management consulting, or a related field — and have successfully delivered results in complex, cross-functional environments. Experience in support strategy, automation, or international expansion is a plus.

Responsibilities

• Lead strategy. Define and drive the support automation expansion strategy for international markets: determining use cases, prioritization frameworks, and the approach to scaling automations across countries in a repeatable, compliant, and operationally efficient way.
• Own the metric. Own the goal end-to-end, tracking progress weekly, identifying gaps, and driving corrective action across the cross-functional team.
• Build the foundation. Build a strong foundation partnering with Product and Engineering to enable feature parity and market customization, and creating the playbook for scaling across new use cases and automation channels.
• Enable experimentation. Partner with Analytics to design, launch, and evaluate experiments that measure impact and drive ship decisions in alignment with stakeholders.
• Navigate cross-functional complexity. Identify and manage interdependencies with Product, Engineering, Analytics, Legal, and country leads — ensuring automation strategy is built in alignment with local market requirements, regulatory constraints, and broader business priorities.
• Communicate and influence. Represent the automation expansion program in weekly business reviews and executive forums, clearly articulating progress, risks, and decisions needed from senior leadership.

Skills

Organized

Analytical

Persuasive

Cross-functional

Tools

SQL

Excel

Job description

Deliveroo in London, United Kingdom, is hiring a Strategy & Operations Expansion Program Manager to lead the expansion of automated support in international markets. You will own the end-to-end strategy and implementation of automated support features across new markets, leveraging automation to improve resolution rates and scalability.

You’ll serve as the S&O Expansion Program Lead, the central DRI for developing the international rollout plan, and you’ll work with Product, Engineering,