Senior Programme Manager - Maternity 12m FTC

Location: London

Working pattern: Hybrid (3 days per week in-office)

Languages: English

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you.

We’re looking for a Programme Manager to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most.

You’ll be joining the Customer Experience Programme Management team, working at the forefront of complex and high-impact initiatives that scale operational excellence across our global support ecosystem.

Here’s what your day-to-day might look like:

• Lead Strategic Programmes: Drive the end-to-end delivery of high-impact initiatives across Support and Trust, ensuring robust planning and governance.

• Establish Programme Governance: Build clear structures for status tracking and risk management to ensure transparency and accountability for executive reporting.

• Drive Cross-Functional Alignment: Foster trusted relationships with senior leaders across Product, Tech, and Data Science to manage dependencies and remove delivery barriers.

• Measure Insight & Impact: Monitor progress against key success metrics and communicate results persuasively to leadership throughout the programme lifecycle.

• Champion Best Practices: Embed programme management excellence by developing frameworks and tools that enable consistent, high-quality delivery across the group.

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Significant Programme Leadership: Proven ability to deliver complex, cross-functional programmes with measurable business impact across multiple markets.

• Strategic Planning & Execution: Expert at translating high-level strategy into actionable roadmaps and driving execution in ambiguous environments.

• Advanced Change Leadership: Skilled in leading large-scale organizational change and influencing the adoption of new tools and processes.

• Operational & Commercial Acumen: Strong understanding of customer operations, balancing efficiency and quality with the overall user experience.

• Structured Analytical Thinking: Exceptional problem-solving skills with the ability to interpret complex data and make evidence-based recommendations.

• Senior Stakeholder Influence: Exceptional communication skills, comfortable simplifying complexity to enable clear decision-making for senior audiences.

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 programmes 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. Learn more about how we hire here.

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.

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!