Rider Compliance Team Leader

Location: Manchester, UK Working pattern: Hybrid Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. We want to offer the best rider support in the industry. Deeply embedded within the operations processes of Deliveroo Rider Compliance is central to our continued success through its impact on rider retention and rider satisfaction Reporting into the Rider Onboarding and Compliance Senior Manager, you will be leading the Rider Compliance team, who are responsible for ensuring our riders are compliant and supported while on the road. Your goal is to run an engaged and motivated team while redefining what good looks like. What You’ll Be Doing You’ll be joining the Rider Onboarding, Lifecycle, and Compliance team, working at the forefront of complex and high-impact cases. Here’s what your day-to-day might look like: Lead and mentor a dedicated team of 5+ compliance representatives, overseeing daily Business-As-Usual (BAU) operations, verification sweeps, and queue management. Spearhead global compliance initiatives from HQ, collaborating with cross-functional teams to design and implement robust operational processes in response to regulatory and right-to-work changes. Drive process automation and efficiency by partnering with product teams to scale, streamline, and automate manual compliance workflows. Harness data and insights using Looker and Google Sheets to track team performance KPIs, identify operational bottlenecks, and make strategic prioritization decisions. Manage external and internal delivery partners (such as BPO partners like TaskUs) to ensure high-quality, accurate processing and seamless escalation handling. What You’ll Need to Thrive Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others: Experience in a compliance or highly regulated environment (such as fintech, insurance, or scale-up operations) with a strong understanding of compliance-driven workflows. Strong analytical capability , with proven ability to manipulate data in Google Sheets (v-lookups, formulas) and use tools like Looker to turn raw data into actionable processes. Excellent communication and stakeholder management skills , allowing you to build relationships across international markets and independently coordinate cross-functional projects. A proactive, problem-solving mindset with the confidence to challenge manual processes and advocate for automation. An aspiring or experienced people manager with the ability to support team development, set performance expectations, and foster a collaborative working culture. Familiarity with CRM and customer support tools such as Zendesk or Salesforce is a plus. Why Join Us? At Deliveroo, 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. Our Global Structure Deliveroo 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 Deliveroo, 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!