Senior Program Manager – Customer Experience

Senior Program Manager – Customer Experience (12-Month FTC)

Location: London

Working pattern: Hybrid

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

About the role

We are looking for an experienced Senior Programme Manager to join the Customer Experience Programme Management Function for a 12-month fixed-term contract.

This role is central to delivering complex programmes that improve service quality, reduce cost, and scale operational excellence across Deliveroo’s global support ecosystem — including Customer Care, Partner Services Centre (PSC), Rider Services Centre (RSC) and Trust/Fraud.

Reporting to the Head of Customer Experience Programme Management, you will orchestrate the delivery of strategic, cross-functional programmes that span operations, product, strategy, technology and markets. You will ensure benefits realisation, clarity, alignment, and momentum across multiple teams to land change effectively and sustainably.

What You’ll Be Doing

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

• Programme Governance & Reporting: Establish clear structures for status tracking, risk management, and executive reporting, ensuring transparency and accountability.

• Cross-Functional Alignment: Build trusted relationships with senior stakeholders across Product, Markets, Tech, Data Science, Strategy, Operations, facilitating alignment, managing dependencies, and removing delivery barriers.

• Insight & Impact Measurement: Monitor progress and impact on success metrics, and communicate impact clearly and persuasively to senior leadership throughout the programme lifecycle

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

What You’ll Need to Thrive

• Extensive Programme Leadership: Proven experience delivering complex, cross-functional programmes with measurable business impact across multiple markets or functions.

• Strategic Planning & Delivery: Able to translate strategy into actionable roadmaps, manage interdependencies, and drive effective execution in ambiguous environments.

• Change Leadership: Skilled in leading large-scale change, influencing adoption of new tools and processes, and driving alignment across senior stakeholder groups.

• Operational & Commercial Acumen: Strong understanding of customer operations or service environments, balancing efficiency, quality, and experience.

• Structured & Analytical Thinking: Excellent problem-solving skills, with the ability to interpret data, anticipate risks, and make clear, evidence-based recommendations.

• Communication & Influence: Exceptional communicator, comfortable engaging senior audiences, simplifying complexity, and enabling clear decision-making.

• Collaboration & Resilience: Able to lead through influence, coordinate across diverse teams, maintaining focus and momentum in fast-paced, evolving and uncertain contexts.

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 process 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.

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!