Senior Manager, Rider Onboarding and Compliance

Deliveroo PLC; Greater London; Hybride; GBP 90 000 - 130 000; Plein temps

Résumé du poste

DoorDash is seeking a Senior Manager to lead the Rider Onboarding & Compliance team within the Rider Support Centre. The role oversees a distributed team across London, Manchester, and India partnerships, owning strategy and large global projects while advocating for riders.

You will drive the onboarding and compliance agenda, partner with Legal, Policy, and Data Science, and push automation to improve speed and rider experience across markets.

Qualifications

• Proven leadership of multi-site teams in fast-paced settings such as onboarding, trust & safety, compliance, or customer support operations.
• Hands-on experience managing external outsource partners with a focus on quality and compliance.
• Ability to build forecasting models and optimise headcount across internal and offshore resources.
• Strong stakeholder management with Legal, Policy, and Data Science to manage regulatory, risk and fraud requirements.
• Track record of implementing automation and tooling to lift efficiency across distributed teams.

Responsabilités

• Deliver the global rider onboarding and compliance strategy to ensure right rider hours in the right areas with compliant riders.
• Lead distributed global teams across UK in-house and offshore partners, ensuring performance and cohesion.
• Plan and execute major projects like onboarding pipeline standardisation and compliance process redesigns with cross-functional teams.
• Direct outsource vendor productivity, capacity forecasting, and end-to-end resourcing for global volume shifts.

Connaissances

Operational leadership

Vendor & BPO management

Resource planning

Cross-functional collaboration

Change management

Description du poste

Our Global Structure

the company 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.

Join us in our mission to transform the way people shop and eat, where impact, innovation and growth drives everything we do.

We're looking for a Senior Manager to join our Rider Onboarding and Compliance team. The team sits at the heart of the Rider Support Centre (RSC) and are responsible for getting new applicants out on the road quickly and safely, and for keeping active riders compliant once they're there. It's a centralised, all-markets function, and it has a direct line to two things the company cares about most: rider retention and rider satisfaction.

What You'll Be DoingYour number one goal:Deliver the right rider hours, in the right areas, with compliant riders.

Reporting into the Head of Rider Services, you'll lead the Rider Onboarding & Compliance team comprising; 3 Team Leads circa 30+ in-house Representatives split across our London and Manchester offices, circa 30+ person team in the company India In Addition you'll hold a couple of outsource vendor partners accountable for performance; delivering business-as-usual onboarding and compliance support across every the company market. You'll own the strategy, run the large global projects that come with it, and act as the applicant and rider advocate across the business, not just the person accountable for the KPIs.

Here's what your day-to-day might look like:

• Deliver core marketplace operational metrics: 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 distributed global teams: 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.
• Drive large-scale strategic initiatives: Plan and execute major projects, including onboarding pipeline standardisation and compliance process redesigns in close collaboration with Legal, Policy, and Data Science. Manage vendor performance and capacity: Direct outsource vendor productivity and set up robust forecasting and capacity models to effectively manage end-to-end team resourcing and global volume shifts.
• Advocate for riders and continuous improvement: Act as the primary rider advocate across the business to resolve complex escalations, leverage new tooling or automation, and drive operational excellence.

What You'll Need to ThriveOur ideal candidate will bring expertise in:

• Proven operational leadership: Significant experience leading multi-layered, multi-site teams in a fast-paced environment (such as onboarding, trust & safety, compliance, or customer support operations).
• Vendor & BPO management expertise: Hands‑on capability in managing external outsource vendor partners, holding them accountable to strict quality and compliance standards while building collaborative, outcome‑focused relationships.
• Resource and capacity planning: Strong commercial and analytical skills with demonstrated ability to build forecasting models and optimise headcount across internal and offshore resources.
• Cross‑functional stakeholder management: 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.
• Change management and execution: A strong bias to action with a track record of implementing process changes, automation, and tooling that lift efficiency across distributed teams.

Why Join Us?At the company, customer care is central to how we build trust across our marketplace. You'll work in a fast‑paced, global environment where service excellence drives real impact.

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

Diversity, Equity and Inclusion

At the company, 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!