Global Program Manager, Product / CX / Automation

DELIVEROO; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Deliveroo Plus

Team lunches

25 days annual leave

On-site gym

Healthcare

Pension contributions

Job summary

Deliveroo is hiring a Global Program Manager for Product / CX / Automation at our London HQ. You will lead the expansion of automated support across international markets, owning end-to-end strategy, reporting, and cross-functional collaboration with Product, Engineering, Analytics, and country teams.

You will define use cases, drive scalable automation, and measure impact through experiments and leadership reviews, with a focus on rapid, compliant global rollout.

Qualifications

• 5+ years of experience in strategy, operations, management consulting, or a related field.
• Experience in support strategy, automation, or international expansion is a plus.
• You are organized and able to create structure in ambiguity.
• Data-driven: SQL or Excel modeling to size opportunity and track performance.
• Strong communication across DRIs and leaders, from country leads to senior leadership.

Responsibilities

• Define and drive the international automation expansion strategy.
• Own end-to-end goals, track progress and drive corrective action.
• Build foundation with Product and Engineering for parity and customization.
• Design, launch, and evaluate experiments with Analytics.
• Coordinate with cross-functional teams across countries and regulatory constraints.
• Represent the automation expansion program in reviews and executive forums.

Skills

Organised

Problem solving

Analytical

Persuasive communicator

Urgent mindset

Relentless drive

Strategy experience

Job description

Global Program Manager, Product / CX / Automation

Job ID: R3922

Customer Care

London - The River Building HQ

As one of DoorDash's core operations teams, Customer Experience ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and implements DoorDash's automated support solutions, with the ultimate goal of delivering an outstanding customer experience as reliably and efficiently as possible.

About the role

Our team is looking to hire a Manager to lead the expansion of support automation in international markets. This Manager will own the end-to-end strategy and implementation of automated support features across new markets — leveraging DoorDash's extensive automation expertise to drive measurable automated resolution rate while building a scalable foundation for ongoing global expansion.

This Manager will serve as the S&O Expansion Program Lead: the central DRI for developing DoorDash's international automation rollout plan, owning reporting for North Star metric, and working closely with cross-functional partners across Product, Engineering, Analytics, and country teams. This role is a great opportunity for someone who wants to operationalize complex, multi-market solutions and have a direct impact on DoorDash's global support strategy

What you'll be doing

Lead strategy. Define and drive DoorDash's 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.

Requirements

You're organized. You thrive in creating structure out of ambiguity — defining clear ownership, milestones, and processes in a complex, multi-team environment.

You solve problems from first principles. You're excited to tackle challenges in new markets and resist "this is how it's always been done" thinking.

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, from country leads to senior leadership.

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.

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.

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.

A competitive and comprehensive compensation and benefits package

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
• Up to 5% matched pension contributions

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants

Time away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity

• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On-site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance

Work Life

• Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions