Senior Machine Learning Engineer at Deliveroo: Shape the Future of Customer Care

Are you a passionate and experienced Machine Learning Engineer eager to make a real impact? Do you want to work on cutting-edge technology that directly affects millions of customers every day? If so, Deliveroo is looking for you! We are seeking a Senior Machine Learning Engineer to join our Care team in London and help us revolutionize the way people shop and eat.

Role Overview

As a Senior Machine Learning Engineer in the Care team, you will play a critical role in shaping the decision-making systems that directly impact customer experience, trust, and fairness at Deliveroo. You'll be at the forefront of building and evolving machine learning models that understand customer sentiment, automate customer support, and determine fair compensation outcomes. This is a unique opportunity to own significant projects, define ML best practices, and contribute to a rapidly evolving area with high visibility and impact.

Your work will focus on two key areas:

1. LLM Powered Customer Support and Automation

You'll be instrumental in building and enhancing our customer support chatbot, powered by Large Language Models (LLMs). Your responsibilities will include developing models that accurately understand customer sentiment and tone of voice, ensuring the chatbot provides helpful and relevant responses. You'll also focus on ensuring the quality, reliability, and trust of these production ML systems.

2. Customer Compensation and Refund Decisions

You'll design and build machine learning models from the ground up to replace static rules and heuristics in determining customer compensation and refunds. These models will consider a wide range of factors to ensure fair and consistent outcomes, balancing customer satisfaction, cost, and long-term trust.

A Day in the Life

Here's a glimpse into what your day-to-day activities might look like:

• Design and Development: Owning the design, development, and productionization of machine learning models used in customer support and decision-making systems.
• Monitoring and Evaluation: Building robust monitoring, evaluation, and alerting frameworks to detect model underperformance, drift, or unexpected behavior.
• Collaboration: Partnering closely with Product Managers, including teams working on decision platforms and customer experience, to translate ambiguous problems into robust ML solutions.
• Productionization: Working with data scientists and engineers across Deliveroo to productionize models and embed them into scalable systems.
• Technical Leadership: Providing technical leadership in areas with unclear ownership, setting best practices for ML quality, reliability, and maintainability.

Why London?

London is a global hub for technology and innovation, offering a vibrant and diverse ecosystem for Machine Learning Engineers. By working in our River Building HQ in London, you'll have access to:

• A Thriving Tech Community: Connect with other talented engineers, attend industry events, and stay up-to-date on the latest advancements in machine learning.
• World-Class Resources: Access cutting-edge technology, research institutions, and a deep pool of talent.
• Cultural Experiences: Enjoy London's rich history, diverse culture, and endless entertainment options.
• Career Growth: Benefit from numerous opportunities for career advancement within Deliveroo and the broader London tech scene.

Career Path

Deliveroo is committed to fostering the growth and development of our employees. As a Senior Machine Learning Engineer, you'll have numerous opportunities to advance your career, including:

• Technical Leadership Roles: Progress to Principal Engineer or Staff Engineer, leading larger teams and driving strategic technical initiatives.
• Management Roles: Transition to Engineering Management, leading and mentoring teams of Machine Learning Engineers.
• Specialization: Deepen your expertise in specific areas of machine learning, such as Generative AI or Natural Language Processing.
• Cross-Functional Opportunities: Explore opportunities to work in other areas of the business, such as Product Management or Data Science.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package commensurate with experience. The salary range for this role is between £90,000 and £140,000 per year, depending on experience and qualifications. In addition to salary, we offer:

• Equity: Ownership in the company, aligning your interests with Deliveroo's success.
• Vacation: Generous vacation policy to ensure you have ample time to recharge.
• Health Insurance: Comprehensive health insurance to protect your well-being.
• Pension Plan: A robust pension plan to help you save for retirement.
• Parental Leave: Paid parental leave to support you and your family.
• Learning and Development: Opportunities to expand your skills and knowledge through training, conferences, and mentorship.
• Flexible Working: Flexible working arrangements to accommodate your personal needs.
• Deliveroo Plus: A free Deliveroo Plus subscription for unlimited free delivery.
• Discounted Meals: Discounts on delicious meals from Deliveroo restaurants.
• Cycle to Work Scheme: A cycle to work scheme to promote healthy and sustainable commuting.
• Employee Assistance Program: An employee assistance program to provide confidential support and resources.

Deliveroo Culture

At Deliveroo, we are driven by a passion for innovation, a commitment to excellence, and a desire to make a positive impact on the world. We foster a collaborative and supportive work environment where everyone is encouraged to contribute their ideas and talents. We value:

• Customer Focus: We are obsessed with providing the best possible experience for our customers.
• Innovation: We are constantly seeking new and better ways to solve problems and improve our products and services.
• Collaboration: We believe that the best results are achieved through teamwork and open communication.
• Ownership: We empower our employees to take ownership of their work and make a real impact.
• Growth: We are committed to fostering the growth and development of our employees.

How to Apply

If you are a talented and passionate Machine Learning Engineer looking for a challenging and rewarding opportunity, we encourage you to apply! Please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

FAQ

1. What is Deliveroo? Deliveroo is an online food delivery company that connects customers with restaurants and grocery stores.
2. What does the Care team do? The Care team is responsible for ensuring a positive customer experience by providing support, resolving issues, and building trust.
3. What skills are required for this role? The key skills include machine learning, generative AI, Python programming, and experience with cloud computing tools.
4. What is the interview process like? The interview process typically involves a phone screening, a technical interview, and a final interview with the hiring manager.
5. What are the working hours? Deliveroo offers flexible working arrangements, but the core working hours are typically Monday to Friday.
6. What is the dress code? The dress code is casual and comfortable.
7. What opportunities are there for professional development? Deliveroo provides various learning and development opportunities, including training courses, conferences, and mentorship programs.
8. What is the company culture like? The company culture is collaborative, innovative, and customer-focused.
9. What are the benefits of working at Deliveroo? Deliveroo offers a competitive salary, equity, and a comprehensive benefits package.
10. How can I learn more about Deliveroo? You can visit our website, read our blog, and follow us on social media.