Director, Customer Support Network Strategy, Service Design & Workforce Management

Deliveroo
Hyderabad
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Stakeholder alignment","Financial modeling","Executive communication","Operational planning","Process transformation"]

Own end-to-end network strategy for customer support across Wolt and Roo, spanning multi-year service design, workforce management transformation, and site footprint planning. Build AI-ready frontline service blueprints, run demand/supply planning and scheduling mechanisms, and deliver exec-ready financial models comparing BPO vs in-house and nearshore vs offshore. Embed deeply into the DoorDash support technology stack to translate capabilities into measurable operational levers and a continuously refreshed execution roadmap.

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FursaFursa
Deliveroo
Deliveroo
2 days ago

Director, Customer Support Network Strategy, Service Design & Workforce Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own end-to-end network strategy for customer support across Wolt and Roo, spanning multi-year service design, workforce management transformation, and site footprint planning. Build AI-ready frontline service blueprints, run demand/supply planning and scheduling mechanisms, and deliver exec-ready financial models comparing BPO vs in-house and nearshore vs offshore. Embed deeply into the DoorDash support technology stack to translate capabilities into measurable operational levers and a continuously refreshed execution roadmap.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Own network strategy for support footprint, including multi-year service structure and delivery assessment across both brands.
  • •Design and run frontline service design and role architecture, including tooling constraints and target-state models aligned to AI-augmented ways of working.
  • •Lead support site strategy with scenario planning across cost, quality, risk, and scalability, including financial modeling and BPO vs in-house trade-offs.
  • •Own workforce management transformation: consolidated target operating model, tooling duplication closure, and efficiency case via org consolidation, automation, and AI-assisted workflows.
  • •Translate DoorDash technology capabilities into concrete business levers, manage integration dependencies, and run rolling execution planning with executive decision-ready outputs.

Pay and Benefits

Perks:Health InsuranceWell-beingParental LeavePensionPaid Leave

Key Requirements

  • •Own the multi-year strategy for where to operate support, at what scale and cost, across Wolt and Roo.
  • •Architect AI-ready frontline service design that improves customer experience while staying cost-efficient.
  • •Transform workforce management with precision planning, capacity, scheduling, and real-time management.
  • •Maintain deep working knowledge of the DoorDash support technology stack and translate capabilities into business levers.
  • •Develop decision-ready recommendations underpinned by financial models and maintain stakeholder alignment across functions.
Experience:Customer supportWorkforce managementAI-ready operationsMulti-brand operations
Skills:Stakeholder alignmentFinancial modelingExecutive communicationOperational planningProcess transformation
Tech Stack:CRMWFMKnowledge baseAI toolsTicketingAI/ML toolingDoorDash technology stack

Company Brief

Deliveroo
Deliveroo is a multinational online food and grocery delivery marketplace connecting consumers, restaurants, retailers and riders via its app and platform, operating across multiple countries with fast local delivery and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Unicorn (USD 1B+)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2013
Glassdoor
Glassdoor: 3.4
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