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Head of Rider Services

il y a 3 heures

Paris, Île-de-France Deliveroo Temps plein

Why Deliveroo

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, and 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 a Head of Rider Services to lead the management of the contractual relationship with rider partners in France. You will own the full lifecycle of this relationship from onboarding and compliance to service quality, fraud prevention, incident management, and rider support. You will ensure Deliveroo operates with flawless compliance, a strong partnership with riders, and excellent services through the platform. This role requires close collaboration with Legal, Public Affairs, Care (support live), and central Rider Services teams as well as other markets to safeguard both our ability to operate and our reputation.

What you'll be doing

You will be leading a dynamic team with cross-functional exposure and will report to the Head of Operations in France. Key responsibilities include:

  • Contractual relationship & compliance: Guarantee that all riders are legally eligible to work using the Deliveroo app, manage regulatory reporting obligations, and ensure compliance processes are executed with rigor.

  • Onboarding & fraud prevention: Oversee onboarding of new riders, ensuring processes are fast, scalable, fraud-resistant, and efficient for both riders and teams.

  • Service quality & lifecycle management: Monitor quality obligations, manage contractual processes fairly and consistently, and ensure alignment with social dialogue commitments.

  • Incident management: Track and investigate significant rider-related incidents, assess risks, and take corrective actions.

  • Rider support & Care alignment: Oversee rider support content and frameworks, ensuring accuracy, compliance, and alignment with Deliveroo's business. Act as the key point of contact for Care policies, ensuring rules are effective, consistent, and market-appropriate.

  • Cross-functional collaboration: Work closely with Legal and Public Affairs teams to ensure all actions are legally sound, socially responsible, and mindful of Deliveroo's brand and rider sentiment.

  • Global & local collaboration: Partner with central functions (Policy, Product, Legal) to align strategies and streamline executions. Collaboration with peers from markets to share best practices, benchmark performance, and strengthen overall consistency.

Qualities we're looking for

  1. Vision & structure: Ability to set direction, structure complex topics, and turn strategy into actionable plans.

  2. People leadership: Experience building, coaching, and engaging a high-performing team.

  3. Analytical & decision-making: Data-driven approach to prioritisation, fraud detection, and service improvement.

  4. Influence & communication: Strong stakeholder management across local and central functions.

  5. Resilience & ownership: Capacity to handle all topics with rigour, discretion, and responsibility.

Requirements

  • 7–10 years of experience in operations, compliance, legal/regulated environments, or strategic project management.

  • Proven track record of managing complex topics and sensitive stakeholder landscapes.

  • Capable and engaging management and leadership, enabling individual performance and growth

  • Strong analytical and process-optimisation skills; ability to design and scale operational systems.

  • Experience working in an international or highly regulated environment is a strong plus.

  • Fluent in English and French, with excellent written and verbal communication skills.

  • Demonstrated ability to manage risk, compliance, and reputational challenges while delivering operational excellence.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, hybrid remote work, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgment when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. Deliveroo France was scored 98/100 on the Gender Equality Index 2024, demonstrating our commitment to diversity and equal opportunities. All you need is a passion for food and a desire to be part of one of the fastest growing companies in an exciting space.