About the team

The Marketplace Support and Service Excellence Team is at the core of Deliveroo’s global customer care operations, ensuring an outstanding experience for customers, riders, and restaurant partners. We manage Workforce Planning, Performance & Strategy, Care Excellence, and Care Operations, delivering both live and non-live support across multiple markets and languages.

Our mission is to resolve issues quickly, simplify processes, and continually improve service delivery through innovation, collaboration, and operational excellence. We work closely with vendor partners to drive efficiency, elevate performance, and lead transformational change in customer care.

Our guiding principles define how we operate:

🚀 Fix it Fast – Deliver swift and effective resolutions.
🎯 Keep it Simple – Streamline processes for a seamless experience.
🏆 Be the Best – Set the highest standards in every interaction.

About the role

As a Senior Manager, Global Escalations, you will be responsible for leading and shaping the escalations and complaints management strategy while driving operational excellence across the team. You will oversee Team Managers and Senior Escalations Agents, ensuring the efficient resolution of high-priority and complex cases, while maintaining compliance with regulatory requirements and company policies. This role is responsible for third line support across all three sides of our marketplace; Customer, Partner and Rider

You will work closely with senior stakeholders, external partners, and cross-functional teams to enhance processes, improve performance, and drive a customer-first culture. A key focus of this role will be identifying root causes of escalations, implementing continuous improvements, and influencing strategic change to improve experiences at scale.

This is a high-impact leadership role that requires strong operational expertise, strategic thinking, and the ability to drive transformational change in a fast-paced, global environment.

What you'll be doing

Strategic Leadership & Team Management

• Lead and develop Team Managers and Senior Escalations Agents, fostering a culture of high performance, accountability, and continuous learning.

• Set clear KPIs, objectives, and performance expectations to drive efficiency, quality, and service excellence.

• Provide coaching, mentorship, and career development opportunities for direct reports and high-potential talent.

• Oversee workload distribution, ensuring optimal team performance and effective case resolution.

Escalations & Complaint Management Oversight

• Act as the final escalation point for high-risk, complex, or sensitive complaints, including ombudsman, legal, and executive cases

• Ensure all escalations are handled with professionalism, fairness, and compliance, aligned with internal policies and industry regulations (e.g., FCA, FOS, GDPR).

• Work with compliance, legal, and operations teams to strengthen risk mitigation strategies and improve dispute resolution frameworks.

• Identify patterns in escalations, driving systemic improvements to prevent recurrence.

Operational Excellence & Continuous Improvement

• Conduct root cause analysis and data-driven decision-making to enhance customer care processes and reduce complaint volumes.

• Collaborate with Workforce Planning, Performance & Strategy, and Marketplace Support Excellence teams to streamline processes, improve efficiency, and elevate service quality.

• Implement best-in-class complaint resolution practices, leveraging insights from regulatory bodies, industry benchmarks, and customer feedback.

• Drive automation and technology enhancements to optimise case management and reporting capabilities.

Stakeholder Management & Cross-Functional Collaboration

• Build strong relationships with internal stakeholders (Legal, Compliance, Operations, Product, and Customer Experience) to align on strategy and service improvements.

• Influence senior leadership and cross-functional teams by presenting key insights, recommendations, and strategic initiatives.

• Represent Deliveroo in discussions with regulatory bodies and external stakeholders when required.

Reporting & Insights

• Own and deliver escalations and complaints performance reports, providing actionable insights and recommendations to senior leadership.

• Monitor key metrics such as resolution time, retention rates, root cause trends, and compliance adherence to drive continuous improvement.

• Use data analytics to identify service gaps and opportunities, ensuring proactive improvements in customer experience.

Requirements

• Proven experience in a senior leadership role within customer care, escalations, or complaints management.

• Expertise in complaints resolution frameworks, regulatory compliance (e.g., FCA, FOS, GDPR), and industry best practices.

• Experience in managing high-risk, complex, and legally sensitive cases, including regulatory escalations and ombudsman referrals.

• Strong people leadership and coaching abilities, with a track record of building and developing high-performing teams.

• Demonstrated success in driving operational efficiency, process improvements, and service innovation.

• Excellent stakeholder management and influencing skills, with experience working across cross-functional teams, vendors, and senior leadership.

• Strong analytical and problem-solving mindset, with the ability to leverage data insights to drive decision-making.

• Ability to thrive in a fast-paced, high-pressure environment, balancing strategic priorities with hands-on operational oversight.

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, 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.

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, 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

At Deliveroo, 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 judgement 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. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.