Why Deliveroo?

Our mission is to transform the way people shop and eat — connecting consumers, restaurants, shops, and riders to bring the neighbourhood to their door. We’re redefining convenience by giving customers the ability to buy what they want, as they want it, when and where they want it.

Deliveroo is a technology-driven company at the forefront of one of the world’s most dynamic industries. We are a relatively small team making a very large impact — moving fast, valuing ownership, and tackling some of the most interesting challenges in global commerce. We’re driven by innovation, autonomy, and the ambition to deliver exceptional experiences for our customers, partners, and riders alike.

What You’ll Be Doing

As Head of Care Operations, you will own the global strategy and delivery of all customer, rider, and partner interactions across Deliveroo’s marketplace. You’ll lead a network of more than 2,000 agents operating across 11 sites and nine markets, ensuring every interaction — whether a rider confirming a delivery address, a partner managing an out-of-stock item, or a customer amending an order — is handled efficiently, empathetically, and in line with Deliveroo’s commitment to world-class service. You will define the strategic direction for Care Operations, partnering cross-functionally with Product, Legal, Policy, and People teams to influence system development, policy evolution, and operational excellence.

Global Escalations sit at the heart of our most critical customer moments. They manage Deliveroo’s most sensitive, high-risk, and high-impact contacts, including complaints escalated to the Executive team. As the senior leader accountable for this recovery-focused centre of excellence, you will ensure the team operates with exceptional skill, judgement, and empathy — protecting Deliveroo’s reputation, driving improvement through root cause analysis, and embedding a culture of integrity and customer-first recovery across the organisation.

As a key member of the Marketplace Support leadership team, you’ll play a pivotal role in shaping our global service strategy. You’ll set department-level goals, monitor performance against them, and build strong partnerships across local markets and vendor networks. You’ll represent Care Operations at senior forums, engage directly with Deliveroo’s SLT and C-suite stakeholders, and lead the continuous evolution of a service that reflects our values of innovation, accountability, and excellence.

You Will…

• Define and deliver the global Care Operations strategy, including operating model design (in-house vs outsourced, site selection, and footprint optimisation).

• Lead the Care Operations and Global Escalations teams to consistently deliver against key performance indicators (KPI) and service level metrics.

• Partner with Product and Technology to shape the roadmap for customer support systems and channel strategy, identifying opportunities to enhance efficiency and automation.

• Build and maintain strong relationships with key stakeholders across HR, Legal, Policy, and local market leadership to ensure service delivery evolves in line with business priorities.

• Design robust performance frameworks to hold vendor partners accountable while fostering a culture of partnership and continuous improvement.

• Drive data-informed improvement through analysis of contact drivers, escalation themes, and customer sentiment to influence product and policy evolution.

• Lead and develop a diverse, high-performing team — fostering a culture of accountability, experimentation, and continuous learning.

• Represent Marketplace Support at the Company Weekly Business Review (WBR) in Director absence, and lead the Care Operations function at the weekly UKI WBR (VP+ level).

• Participate in the 24/7 Leadership Team on-call rota (approximately two days per week)

Skills & Experience You’ll Need

• Extensive experience leading large-scale, international contact centre or customer operations in a fast-paced, consumer-facing environment.

• Proven strategic mindset with a track record of shaping and executing operational strategies across multiple markets and vendors.

• Exceptional stakeholder management and communication skills, with the ability to influence at C-suite level.

• Deep operational understanding, including customer service design, vendor management, and process optimisation.

• Demonstrated ability to deliver results in high-volume, complex environments with multiple priorities.

• Strong people leadership skills, with a history of building, developing, and motivating high-performing teams.

• Experience partnering with Product and Tech to drive tooling, system, and automation improvements.

• A mindset focused on continuous improvement, customer advocacy, and operational excellence.

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.