Senior Manager, Rider Onboarding and Compliance

United States Digital Space LLC; Manchester; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Deliveroo is seeking a Senior Manager to lead the Rider Onboarding & Compliance team across markets, ensuring timely onboarding with strict compliance and rider safety. You’ll oversee multi-site teams in London, Manchester and India, and drive strategic initiatives with external partners.

This role blends operational leadership with stakeholder collaboration to sustain growth and rider satisfaction. The role focuses on delivering compliant rider hours, evolving processes, and partnering with

Qualifications

• Significant experience leading multi-site teams in onboarding, trust & safety, or compliance.
• Hands-on vendor/BPO management with accountability for quality and compliance.
• Strong forecasting and headcount planning across internal and offshore teams.
• Proven ability to partner with Legal, Policy and Data Science teams.
• Bias to action with track record of process changes and tooling to lift efficiency.

Responsibilities

• Deliver the right rider hours in the right areas with compliant riders.
• Lead the Rider Onboarding & Compliance team across markets.
• Manage ~30+ in-house reps in London and Manchester, plus teams in India.
• Hold outsource partners accountable for onboarding and compliance performance.
• Own strategy and large global projects; advocate for riders and applicants.

Skills

Operational leadership

Vendor management

Forecasting & headcount

Cross-functional partnering

Change management

Job description

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 Doing

Your number one goal: deliver the right rider hours, in the right areas, and 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.

What You’ll Need to Thrive

Our 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
• Grow through ownership
• Develop deep operational expertise
• Deliver together in an inclusive culture

Your work directly improves outcomes for customers, riders and restaurant partners.

Our Global StructureDeliveroo 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.

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!

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