Strategy & Operations Manager, Customer Experience

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

Job summary

Deliveroo seeks a Manager to lead the expansion of support automation in international markets. You will own the end-to-end strategy and implementation of automated support features across new markets, leveraging automation to drive measurable resolution rates and scalable global expansion.

As the S&O Expansion Program Lead, you will drive the international rollout plan, report North Star metrics, and collaborate with Product, Engineering, Analytics, and country teams to operationalize

Qualifications

• Organized with ability to create structure in ambiguity.
• Solve problems from first principles and challenge traditional approaches.
• Analytical and data-driven; comfortable using SQL or Excel to size opportunities.
• Persuasive communicator; able to influence across senior leaders.
• Act with urgency; deliver results across time zones.
• Relentless and focused on driving outcomes across multiple teams.
• 5+ years in strategy, operations, or consulting with cross-functional delivery.

Responsibilities

• Define and drive international market expansion strategy for support automation.
• Own end-to-end metrics, track progress weekly, identify gaps, and drive corrective action.
• Build a foundation with Product and Engineering for parity and market customization.
• Design, launch, and evaluate experiments with Analytics to measure impact.
• Navigate interdependencies with Product, Engineering, Analytics, Legal, and country leads.
• Communicate progress and risks in weekly reviews and executive forums.

Job description

About the team

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're 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.

Workplace & Benefits

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.