Merchant Experience Team | Manager, Compliance S&O

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

Job summary

Deliveroo PLC in London seeks a Manager, Compliance within the Merchant Experience S&O team to own partner-related policies and end-to-end compliance processes. You will drive cost-to-serve while ensuring regulatory adherence across commercial functions, reporting to the Director, Merchant Experience S&O.

The role is hybrid with 3 days from our London HQ, working with cross-functional teams to deliver compliant, partner-friendly processes and documentation.

Qualifications

• Experience in process design and policy implementation across cross-functional teams.
• Strong strategic problem-solving skills with risk awareness.
• Excellent influencing and communication abilities across stakeholders.
• Ability to work cross-functionally and coach junior colleagues.

Responsibilities

• Design and own compliance processes: map end-to-end processes with clear responsibilities and hand-offs.
• Drive performance: monitor process metrics, identify opportunities, and build improvement roadmaps.
• Lead change: manage policy and process changes from start to finish using go-to-market playbooks.
• Reduce risk and leakage: align with legislation and minimize revenue loss from suspensions.
• Keep partners informed: maintain current partner-facing documentation and communications.

Skills

Process design

Strategic problem-solving

Influence & communication

Team collaboration

Job description

Merchant Experience Team | Manager, Compliance S&O

London, United Kingdom

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.

The Role

As a Manager, Compliance in the Merchant Experience S&O team, you will have end-to-end responsibility for defining partner-related policies and both internal and external processes related to compliance and regulatory requirements, ensuring these are implemented as intended across commercial functions. You will lead the thinking on how we can ensure our policies and processes are delivering a positive experience for partners whilst also being delivered at the lowest possible cost-to-serve, whilst driving compliance. You will define the relevant end-to-end processes, work with functions across teams to ensure individual steps are being followed, and support the “go-to-market” with internal and external stakeholders for all changes and improvements that you make to improve the processes.

Reporting to the Director, Merchant Experience S&O, you will be part of a wider team of process experts with particular functional specialisms across the Partner's lifecycle.

Hybrid - 3 days from our London HQ.

What you’ll do

• Design and own compliance processes: Map and document every compliance-related process end to end, with clear responsibilities and hand-offs between teams. Set the success metrics that show whether each process is working for partners and running efficiently.
• Drive performance: Monitor how partner-facing processes are performing, dig into the data to spot opportunities, and build an improvement roadmap for each process with clear measures of impact.
• Lead change: Manage policy and process changes from start to finish using our go-to-market playbook. You’ll work with the GTM Content and Commercial Incentives, Learning & Development teams to make sure communications and training are fit for purpose, lead change with frontline commercial teams, and review post-launch results to course-correct quickly.
• Reduce risk and leakage: Cut revenue lost to partner suspensions for compliance reasons, build processes that keep us aligned with new and existing legislation, and keep policies up to date with where the business is today.
• Keep partners informed: Maintain clear, current partner-facing documentation and communications on how our processes and sign-up policies work.

About you

You’re a strong project and change manager who is comfortable juggling several complex projects across markets and functions. You also bring:

• Process design skills: You can map end-to-end processes, spot inefficiencies, propose solutions and build the case for change.
• Strategic problem-solving: You frame complex issues clearly, weigh trade-offs, recommend solutions and anticipate risks.
• Influence and communication: You simplify complex ideas, listen well, present with confidence and collaborate across teams.
• Team spirit: You work well cross-functionally, resolve misalignment between teams, build community and enjoy coaching more junior colleagues.

Why Join Us?

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

Make a visible impact every day Your work directly improves experiences for customers, partners and riders.

Learn fast in an entrepreneurial environment Work close to the market with autonomy, pace and real responsibility.

Build a career, not just a role Stretch yourself, develop new skills and grow as the business evolves.

Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best.

We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here .

Diversity, Equity and Inclusion
At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!