Senior Performance Manager - Customer Experience at Deliveroo

SENIOR PERFORMANCE MANAGER - CUSTOMER EXPERIENCE Location: London Working pattern: Hybrid Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you. We’re looking for a Senior Performance Manager to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most. WHAT YOU’LL BE DOING You’ll be joining the Customer Experience & Integrity (CXI) team, working at the forefront of performance strategy and operational health. You will develop a forensic understanding of how our marketplace functions, moving beyond high-level reporting to explain the "why" behind our data. Here’s what your day-to-day might look like: - Lead Performance Governance: Drive weekly, monthly, and quarterly forums (WBRs/MBRs), ensuring clear accountability and focus on outcomes across the CXI leadership team. - Master the "Performance Trifecta": Analyze the relationship between operational defects, recovery effectiveness, and customer feedback to drive service excellence. - Conduct Deep-Dive Root Cause Analysis: Move past the "what" to identify the "why" behind financial and operational trends, translating data into actionable recovery plans. - Influence Cross-Functional Outcomes: Partner with Product, Finance, and Commercial teams to lead initiatives that close performance gaps and hit strategic targets. - Evolve Reporting Frameworks: Design and scale sophisticated tracking for key metrics like CSAT, "Did We Resolve" (DWR), and refund costs. WHAT YOU’LL NEED TO THRIVE Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others: - Advanced Analytical Rigor: Significant experience translating complex data sets into clear insights and structured decision-making frameworks. - Technical Proficiency: Strong working knowledge of SQL and advanced Excel/Google Sheets capabilities; experience with modern data tools (e.g., Cursor) is highly desirable. - Strategic Communication: Proven ability to distill intricate operational findings into concise, high-impact messaging for executive stakeholders. - Cross-Functional Influence: Demonstrated track record of driving results and accountability across diverse teams without direct authority. - Operational Agility: A bias for action and the ability to maintain high ownership in a fast-paced, evolving global environment. WHY JOIN US? At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact. - 🔧 Make a visible impact every day Your work directly improves outcomes for customers, riders and restaurant partners. - 🌱 Grow through ownership Take responsibility for complex cases and help shape improvements to how we operate. - 🧠 Develop deep operational expertise Work across teams and markets to build strong regulatory and service knowledge. - 🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best. We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages. OUR GLOBAL STRUCTURE Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. DIVERSITY, EQUITY AND INCLUSION At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!