Strategy Manager, Customer Experience and Refunds London, UK (HQ)

The Service Excellence Team at Deliveroo is focused on customer experience, which is central to our mission of building the definitive food company. As a strategy manager, you will operate at the forefront of the business and tackle complex problems. You will collaborate with colleagues across the business on company initiatives and tactical projects to achieve goals in areas such as:

• Developing compensation policies for customer order issues, improving retention and recovery experience.
• Enhancing claim decision-making processes to reduce fraudulent claims and compensation abuse.
• Fairly allocating defect costs between Deliveroo and Partners/Merchants.
• Optimising recovery resolutions for various product categories, balancing customer needs with those of Deliveroo and merchants.
• Creating and updating policies to support company initiatives, continuous improvement, and compliance with legal regulations.

What you’ll be doing:

• Problem solving in complex situations where there may not be clear answers, balancing customer experience, cost, and legal/regulatory risks.
• Leading tactical projects and long-term strategic initiatives to meet departmental and company goals.
• Identifying opportunities to reduce costs and collaborating with colleagues to realise these opportunities while ensuring governance is in place to monitor success metrics.
• Creating compelling business case proposals to secure additional investment in specific areas.
• Partnering with legal, policy, and commercial teams to ensure due diligence and compliance.
• Working with Trust and Science teams to identify and address new vectors of abusive and fraudulent behaviours while balancing operational risks and regulatory requirements.
• Proactively identifying risks, threats, and opportunities, managing and escalating them appropriately.
• Reporting financial metrics and business case updates, keeping GMs, Exec, and senior stakeholders informed on trends and root cause analysis.
• Acting as a subject matter expert in cross-functional working groups, effectively communicating risks and concerns.
• Developing partnerships with product, data science, and other senior stakeholders to provide expert knowledge and define business and tech requirements.
• Building strong relationships with rider, customer, and commercial operations teams globally, ensuring effective communication and knowledge sharing.
• Balancing team workload across ongoing tasks and new initiatives.

Requirements:

• 5+ years’ experience as an Operations Manager or Consultant in a fast-moving, dynamic company; Agile experience is highly desirable.
• Ability to make recommendations based on data, analysis, intuition, and primary research.
• Action-oriented with experience leading performance improvement projects, including automation.
• Effective prioritisation skills, managing multiple project workstreams concurrently and independently.
• Calm under pressure with experience in crisis management and business continuity.
• Knowledgeable of CRM systems (e.g., Zendesk / Salesforce) with experience creating synergies across systems.
• Some partner/vendor management experience to support partners in delivering change.
• Personal accountability for the quality and accuracy of work.
• Solid analytical background (e.g., Excel pivot tables and INDEX MATCH); SQL skills are desirable but not essential.
• Experience coaching and mentoring direct reports with examples of frontline people engagement projects.

Why Deliveroo?

Deliveroo is a technology-driven company at the forefront of a rapidly expanding industry. We aim to transform how people think about food and want to be the definitive food company. Join us for the ride!

Benefits and Diversity:

At Deliveroo, we prioritise the welfare of our people and offer a wide range of competitive benefits. We believe in a diverse workplace that represents the world we live in, welcoming all individuals regardless of gender, race, sexuality, religion, or personal preferences. All you need is a passion for food and a desire to be part of one of the fastest-growing startups in an exciting space.