Strategy & Operations Manager, Customer Experience

Deliveroo
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Organization","Problem-solving","Analytics","Communication","Cross-functional collaboration"]

Lead the expansion of support automation in international markets by owning the end-to-end strategy and rollout of automated support features. Serve as S&O Expansion Program Lead, defining use cases, prioritization, and scalable playbooks while tracking North Star metrics. Partner with Product, Engineering, Analytics, Legal, and country teams to design experiments, manage dependencies, ensure compliance, and communicate progress to senior leadership.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Deliveroo
Deliveroo
3 days ago

Strategy & Operations Manager, Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Lead the expansion of support automation in international markets by owning the end-to-end strategy and rollout of automated support features. Serve as S&O Expansion Program Lead, defining use cases, prioritization, and scalable playbooks while tracking North Star metrics. Partner with Product, Engineering, Analytics, Legal, and country teams to design experiments, manage dependencies, ensure compliance, and communicate progress to senior leadership.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Define and drive the support automation expansion strategy for international markets, including use cases, prioritization frameworks, and repeatable scaling approaches.
  • •Own end-to-end metric tracking for progress weekly, identify gaps, and drive corrective action across cross-functional teams.
  • •Partner with Product and Engineering to build a foundation for feature parity and market customization, and create playbooks for scaling new automation channels.
  • •Work with Analytics to design, launch, and evaluate experiments that measure impact and support ship decisions.
  • •Identify and manage interdependencies with Product, Engineering, Analytics, Legal, and country leads to align automation plans with local requirements and regulatory constraints.

Pay and Benefits

Perks:Health InsuranceWell-beingParental LeavePensionsAnnual Leave

Key Requirements

  • •5+ years of experience in strategy, operations, management consulting, or a related field, delivering results in complex cross-functional environments.
  • •Experience with support strategy, automation, or international expansion is a plus.
  • •Analytical skills to size opportunity, track performance, and inform decisions using SQL and Excel modeling.
  • •Strong communication and influence skills across DRIs, from country leads to senior leadership.
  • •Ability to build structure from ambiguity by defining ownership, milestones, and processes in a complex multi-team environment.
Experience:5+ years
Skills:OrganizationProblem-solvingAnalyticsCommunicationCross-functional collaboration
Tech Stack:SQLExcel

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
WebsiteLinkedInGlassdoor