Strategy & Operations Manager - Payments Risk & Fraud

Deliveroo PLC; Greater London; Hybrid; GBP 120,000 - 170,000; Full time

Job summary

Deliveroo plc in London is seeking a Senior Strategy & Operations Manager for Payments Risk & Fraud to own our payment risk strategy across markets. You will shape strategy for fraud, promotions abuse, cash risk, and chargebacks, balancing customer experience with growth and profitability.

You’ll collaborate with Product, Engineering, Finance, Data Science, and external partners to evolve controls, optimize detection models, and drive cross-functional execution that scales with the business.

Qualifications

• Experience owning complex fraud, payments, risk, or trust & safety initiatives with measurable commercial impact.
• Strong analytical skills, including SQL and data-driven problem solving.
• Experience developing business cases and influencing investment decisions.
• Track record of leading cross-functional initiatives across Product, Engineering, Finance, and Data Science.
• Ability to translate complex data into clear recommendations for senior stakeholders.
• Strong commercial judgement balancing growth, customer experience and risk.
• Experience with payment fraud, chargebacks, promotions abuse, or card networks is highly desirable.

Responsibilities

• Own the strategy and roadmap for payment fraud, promotions abuse, cash risk, and disputes across multiple markets.
• Identify emerging risks, prioritise investments, and evolve controls to protect customers and the business while supporting growth.
• Own key business metrics: payment approval rates, recovery rates, false positive rates.
• Evaluate trade-offs between risk, customer experience, and conversion to maximise profitability.
• Use data to understand fraud trends, uncover opportunities, and measure impact.
• Partner with Data Science to improve fraud models, optimise decisioning, and reduce false positives.
• Develop executive reporting and dashboards for visibility into performance and risks.
• Work with Product, Engineering, Finance, Marketing, Fraud Operations, Payments, and external partners to deliver initiatives.
• Influence roadmaps, align stakeholders, and scale fraud capabilities with the business.
• Represent Payments Risk in senior leadership discussions and drive priority alignment.
• Partner with providers, acquirers, and card networks to improve payment performance and dispute outcomes.
• Continuously improve processes through automation and scalable controls.

Skills

SQL

Data analysis

Cross-functional leadership

Fraud/payments experience

Business case development

Stakeholder influence

Job description

• Hybrid (3 days per week in the London office required)

Every day, millions of customer transactions flow through our platform. Our challenge is to make payments effortless for genuine customers while preventing fraud, abuse, and financial loss.

As the Senior Strategy & Operations Manager for Payments Risk & Fraud, you'll own one of our most commercially important problem spaces. You'll define the strategy for payment fraud, promotions abuse, cash risk, and chargebacks - balancing customer experience, growth, and profitability.

This is an end-to-end ownership role. You'll identify opportunities, shape strategy, influence product and engineering roadmaps, partner with data science to improve detection models, and work closely with Finance and Payments to protect revenue while enabling sustainable growth.

If you enjoy solving ambiguous, high-impact business problems using data, technology, and cross-functional leadership, we'd love to hear from you.

What You’ll Own

• Own the strategy and roadmap for payment fraud, promotions abuse, cash risk, and disputes across multiple markets.
• Identify emerging risks, prioritise investments, and continuously evolve our controls to protect customers and the business while supporting growth.

Driving Commercial Performance

• Own the key business metrics that matter, including:
• Payment approval rates
• Recovery rates
• False positive rates
• Evaluate trade-offs between risk, customer experience, and conversion to maximise long-term profitability
• Use data to understand fraud trends, uncover new opportunities, and measure impact.
• Partner closely with Data Science to improve fraud models, optimise decisioning, and reduce false positives.
• Develop executive reporting and dashboards that provide clear visibility into business performance and emerging risks.

Leading Cross-Functional Execution

• Work closely with Product, Engineering, Finance, Marketing, Fraud Operations, Payments, and external partners to deliver strategic initiatives.
• Influence roadmaps, align stakeholders, and ensure our fraud capabilities continue to scale with the business.
• Represent Payments Risk across senior leadership discussions and drive alignment on priorities and investment decisions.

Improve our Payments Ecosystem

• Partner with payment providers, acquirers, and card networks to improve payment performance, optimise dispute outcomes, and maintain compliance with scheme requirements.
• Continuously improve operational processes through automation, tooling, and scalable controls.

What We’re Looking For

We’re looking for someone who combines strategic thinking with strong analytical skills and enjoys solving complex business problems.

You’ll likely have experience in payments, fraud, fintech, marketplaces, financial services, or another fast-paced, data-driven environment.

You’ll bring:

• Experience owning complex fraud, payments, risk, or trust & safety initiatives with measurable commercial impact.
• Strong analytical skills, including SQL and data-driven problem solving.
• Experience developing business cases and influencing investment decisions.
• A track record of leading cross-functional initiatives across Product, Engineering, Finance, and Data Science.
• The ability to translate complex data into clear recommendations for senior stakeholders.
• Strong commercial judgement and an ability to balance growth, customer experience, and risk.
• Experience with payment fraud, chargebacks, promotions abuse, or card payment ecosystems is highly desirable.

You’ll thrive here if you...

• Think like an owner and enjoy accountability
• Love solving ambiguous, high-impact business problems
• Are equally comfortable analysing data and influencing senior stakeholders
• Enjoy working across multiple teams to turn ideas into execution
• Balance customer experience with commercial outcomes
• Continuously challenge the status quo and look for better ways of working