Senior Programme Manager – Customer Experience (12 Month Maternity Cover)

About Deliveroo

Deliveroo's mission is to transform the way people shop and eat, bringing the neighborhood to their door by connecting consumers, restaurants, shops, and riders. We are revolutionizing the way the world accesses food and products, making it more convenient and enjoyable. We empower individuals to buy what they want, how they want it, when and where they want it.

As a technology-driven company at the forefront of the rapidly expanding industry, Deliveroo offers a dynamic environment where innovation thrives. We are a small team making a large impact, constantly seeking to answer some of the most interesting questions. We value speed, autonomy, ownership, and are always open to new ideas.

Role Overview

We are seeking an experienced Senior Programme Manager to join the Customer Experience Programme Management Function for a 12-month fixed-term maternity cover. This role is crucial in delivering complex programmes that enhance service quality, reduce costs, and scale operational excellence across Deliveroo’s global support ecosystem, including Customer Care, Partner Services Centre (PSC), Rider Services Centre (RSC), and Trust/Fraud.

Reporting to the Head of Customer Experience Programme Management, you will orchestrate the delivery of strategic, cross-functional programmes spanning operations, product, strategy, technology, and markets. Your responsibilities include ensuring benefits realization, clarity, alignment, and momentum across multiple teams to effectively and sustainably implement change.

A Day in the Life

As a Senior Programme Manager at Deliveroo, your day-to-day activities will be diverse and challenging. You will start by reviewing the progress of ongoing projects, identifying potential roadblocks, and proactively addressing them. This involves collaborating with various teams, including product, engineering, and operations, to ensure everyone is aligned and working towards the same goals.

You will spend time in meetings with stakeholders, providing updates on programme status, discussing risks and issues, and making decisions to keep the projects on track. Your analytical skills will be put to the test as you analyze data to identify trends, measure the impact of initiatives, and make data-driven recommendations for improvement.

You will also be responsible for developing and maintaining project plans, managing budgets, and ensuring compliance with company policies and procedures. A significant part of your day will be dedicated to building relationships with team members and stakeholders, fostering a collaborative and supportive work environment.

Why London?

London is a global hub for technology and innovation, offering a vibrant and diverse environment for professionals in the tech industry. Deliveroo’s headquarters in London provide access to a wealth of opportunities for networking, learning, and career advancement. The city’s rich cultural scene, world-class amenities, and diverse community make it an attractive place to live and work.

Working in London also means being at the heart of Deliveroo’s operations, where you can directly contribute to the company’s success and growth. The River Building HQ offers a modern and collaborative workspace, designed to foster creativity and innovation. The location provides easy access to transportation, restaurants, and other amenities, making it a convenient and enjoyable place to work.

Career Path

The Senior Programme Manager role at Deliveroo offers a clear path for career progression. After successfully completing the 12-month maternity cover, you may have the opportunity to transition into a permanent role within the Customer Experience Programme Management Function or other areas of the company. Deliveroo is committed to providing employees with opportunities for growth and development, and the skills and experience gained in this role will be highly valuable for future career advancement.

Potential career paths include roles such as Principal Programme Manager, Head of Programme Management, or leadership positions within the Customer Experience or Operations departments. Deliveroo also encourages employees to explore different areas of the company and provides opportunities for cross-functional projects and assignments.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package for the Senior Programme Manager role. While the exact salary will depend on your experience and qualifications, you can expect a competitive compensation package commensurate with your skills and the market rate for similar roles in London.

In addition to salary, Deliveroo provides a comprehensive benefits package that includes health insurance, paid time off, a pension plan, employee discounts on Deliveroo orders, and professional development opportunities. The company also offers flexible working arrangements and a supportive and inclusive work environment.

Deliveroo Culture

Deliveroo's culture is built on innovation, collaboration, and a passion for delivering exceptional customer experiences. The company values autonomy and ownership, encouraging employees to take initiative and drive results. Deliveroo fosters a fast-paced and dynamic environment where new ideas are always welcome.

The company is committed to diversity and inclusion, creating a workplace where everyone feels valued and respected. Deliveroo also places a strong emphasis on employee well-being, offering wellness programs and resources to support employees' physical and mental health.

How to Apply

If you are interested in applying for the Senior Programme Manager role at Deliveroo, please submit your resume and cover letter through the company's online application portal. Be sure to highlight your relevant experience, skills, and qualifications, and explain why you are a good fit for the role.

The application process may include an initial screening interview, followed by interviews with the hiring manager and other members of the team. You may also be asked to complete a case study or assessment to demonstrate your programme management skills. Deliveroo is committed to providing a fair and transparent hiring process, and you will be kept informed of the status of your application throughout the process.

FAQ

1. What is the start date for this role?
2. The start date for this role is February 2026.
3. Is this a remote role?
4. No, this is a hybrid role requiring 3 days in the London office.
5. What is the duration of the contract?
6. This is a 12-month fixed-term maternity cover.
7. What are the key responsibilities of the Senior Programme Manager?
8. The key responsibilities include leading strategic programmes, managing governance and reporting, ensuring cross-functional alignment, measuring impact, and championing best practices.
9. What skills are required for this role?
10. Required skills include programme management, strategic planning, change leadership, operational acumen, and analytical thinking.
11. What is the company culture like at Deliveroo?
12. Deliveroo has a culture of innovation, collaboration, and a focus on customer experience.
13. What benefits does Deliveroo offer?
14. Deliveroo offers competitive salary, health insurance, paid time off, pension plan, and employee discounts.
15. What is the interview process like?
16. The interview process includes screening, interviews with the hiring manager and team, and possibly a case study.
17. What are the career progression opportunities?
18. Career progression includes roles such as Principal Programme Manager or leadership positions within the Customer Experience or Operations departments.
19. How can I apply for this role?
20. You can apply by submitting your resume and cover letter through the company's online application portal.