Head of Rider Experience

Responsibilities

• Lead the rider experience strategy for the Middle East, overseeing community management, communications, performance, support, and onboarding
• Manage a large, multi-functional team to run and optimize processes across the rider lifecycle
• Build and implement scalable, efficient frameworks and systems to track key network metrics
• Analyze data to identify trends and uncover root causes to maintain network health and manage rider churn
• Make strategic recommendations on resource allocation to ensure best-in-class service levels
• Provide regular, concise updates on rider experience and operational performance to senior stakeholders

Requirements

• University-level education
• 8+ years of experience in program management, consulting, banking, engineering, or a high-growth startup environment
• Proven experience managing multi-functional teams
• Strong analytical skills with the ability to work with large, complex data sets
• Experience building scalable processes, tools, and structured change methodologies
• Excellent problem-solving and stakeholder management skills

About the Company

Deliveroo is a leading food tech platform on a mission to transform the way people shop and eat. Operating in a dynamic three-sided marketplace, we solve real-world problems at scale through innovation and high ownership. Deliveroo is now part of DoorDash, bringing together global teams to unlock new possibilities in the logistics and food delivery space.