Senior Manager, Rider Onboarding and Compliance

About the role

The Senior Manager for Rider Onboarding and Compliance will lead a global team responsible for ensuring new applicants are onboarded efficiently and safely while maintaining compliance for active riders. This role oversees internal teams in the UK and India, as well as external vendor partners, to drive rider retention and satisfaction. You will own the global strategy, manage large-scale projects, and act as an advocate for riders across the business.

Responsibilities

• Deliver core marketplace operational metrics by executing the global rider onboarding and compliance strategy.
• Lead, coach, and scale a multi-layered operational team across the UK, India, and external BPO vendor partners.
• Drive large-scale strategic initiatives including onboarding pipeline standardisation and compliance process redesigns.
• Manage vendor performance and capacity by setting up robust forecasting and capacity models.
• Act as the primary rider advocate to resolve complex escalations and leverage new tooling or automation to drive operational excellence.

Required skills

• Operational leadership
• Vendor management
• BPO management
• Resource planning
• Capacity planning
• Stakeholder management
• Change management

About the Company

Deliveroo is now part of DoorDash, bringing together teams with greater reach, scale, and ambition. The company is focused on transforming the way people shop and eat through impact, innovation, and growth.