Head of Operations Transformation

Head of Operations Transformation Level 6

Location - London HQ

Recruiter - Nick Upton

Hiring Manager - Mariana Figueira

Application deadline - 30/09/25

Deliveroo

Deliveroo’s mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We continue to operate in a competitive marketplace, but have achieved significant growth over the past few years, including expansion in our New Verticals business, which encompasses site operations across our delivery-only sites—Editions and HOP. We continue to innovate and challenge ourselves on what we should deliver next to achieve our mission. We are investing and building out teams to help us launch new innovative products. It's an exciting time to join, and while we have made significant progress, we are just getting started!

Role

This role leads and inputs critically into shaping global Compliance, efficiency and operational excellence standards. Sitting between Operations, Product, Policy, Legal and Data this role drives transformational programmes that ensure compliance standards are met, processes are efficient, fit for purpose and are scaleable, and the rider experience remains positive.

The person in this role will lead cross functional programmes across multiple markets, ensuring compliance is embedded into core processes while enabling growth alongside innovation. It is a senior leadership role requiring strategic vision, operational diligence, people management and a strong stakeholder engagement.

Responsibilities

• Compliance & Programme Ownership

• Transformation & Excellence

• Data & Insight

• People Leadership

• Lead compliance related initiatives including: Right to Work processes, Facial Recognition feature, Substitute Registration, and overarching programmes including: Compliance Audit and Unauthorised Riders
• Partner with Product to design and roll out (GTM) new features and solutions as well as managing escalation and edge cases
• Lead Compliance communications to markets and various senior stakeholders ensuring appropriate input is added and market nuances and best practices are taken into account
• Oversee and manage multiple stakeholder facing forums that inform on decision making in the Compliance space
• Drive improvements and ensure policy adherence across escalations and edge cases
• Act as the key point of support for Product development and Policy implementation across global operations
• Own and drive Compliance audits across all markets, setting global standards for efficiency and quality;
• Act as the primary point of contact for Risk Enterprise, coordinating with stakeholders to create risk profiles for each of our markets in order to address findings and implement improvements
• Lead efficiency and quality improvement initiatives, focusing on transformation programmes that reduce risk while improving operational scalability
• Own the compliance impact strategy, ensuring comprehensive visibility across all compliance metrics and the impact it’s having on things like supply, agent resource etc…
• Partner with Data teams to develop and improve dashboards and insights that inform decision making and accountability (including at a policy level)
• Own and conduct competitor benchmarking to provide a full market view of compliance practices. Translate insights into actionable strategies for compliance
• Manage and develop your direct report (Transformation project Manager) ensuring effective delivery of day to day operations and programme (GTM)
• Provide coaching, career development and guidance to build up expertise and confidence

Requirements

• Exceptional communication and stakeholder management skills, with the ability to influence at a senior level
• Proven senior leadership experience in Operations, Transformation or Compliance
• Strong record of delivering cross market or cross functional programmes at scale
• Proven expertise in process improvement / compliance management / Audit execution
• Analytical and data driven

Workplace And Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer multiple great benefits in areas including health, family, finance, community, convenience, growth and relocation. 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 startups in an exciting space.