Staff Machine Learning Engineer at Deliveroo | London

Join Our Team as a Staff Machine Learning EngineerBecome an integral part of Deliveroo’s mission to revolutionize the shopping and dining experience with a focus on impact, innovation, and growth. Our talented Engineering teams tackle intricate technical challenges within a global, three-sided marketplace, developing and scaling systems that cater to millions of customers, riders, and partners daily.From advanced real-time logistics to robust infrastructure and marketplace optimization, we create and manage the technology that fuels Deliveroo’s expansive growth.We are seeking a Staff Machine Learning Engineer to join our dynamic London team (working in a hybrid model, 3 days in the office). In this pivotal role, you will design and construct intelligent decision-making systems that operate at a large scale, directly influencing the experiences of consumers, riders, and merchants.Explore our Engineering team and discover our motivations, work culture, and what you can expect as part of our community.Your ResponsibilitiesJoin the Consumer Pricing team to tackle complex pricing challenges at Deliveroo. We are advancing towards dynamic, personalized pricing strategies that take into account consumer behavior, loyalty programs, and real-time market conditions.Your daily tasks will include:Designing and developing high-performance machine learning and optimization systems that guide Deliveroo’s core decisions at scale.Leading the technical advancement of our pricing infrastructure, resolving architectural bottlenecks and integrating enhanced model inputs and decision variables.Creating algorithms to enhance real-time marketplace efficiency, including personalized elasticity models and delivery time forecasts.Collaborating closely with Product Managers and Data Scientists to convert complex business challenges into effective algorithmic solutions.Providing technical leadership across various product domains, identifying and prioritizing high-impact algorithmic enhancements.Mentoring and guiding fellow engineers, elevating technical standards and advancing our machine learning and optimization practices across the company.Qualifications for SuccessThe ideal candidate will possess strong expertise in several of the following areas, along with a desire to grow in others:

Join Deliveroo as a Senior Machine Learning Platform Engineer, where you'll play a pivotal role in shaping the future of our machine learning capabilities. You will work alongside talented engineers and data scientists to build robust and scalable machine learning platforms that drive our business forward. Your expertise will help us leverage data to enhance our services, improve customer experiences, and optimize performance.

Join Our Data & Science OrganizationAt Deliveroo, we pride ourselves on having a premier data science team dedicated to enhancing the quality of decision-making, both human and machine. Our data scientists collaborate across various departments, including product, business, and platform teams, employing techniques such as analysis, experimentation, causal inference, and machine learning. We leverage data to drive better decisions and enhance data literacy throughout the organization.As a Senior Data Scientist, you will be part of a vibrant community that fosters continuous learning through guest lectures, study groups, mentorship programs, and a rigorous technical review process. Our career paths allow data scientists to advance as technical leaders or people managers, depending on their aspirations.We welcome candidates from diverse backgrounds, all united by a commitment to excellence in data science. Our dedicated diversity committee ensures that we celebrate differences and promote inclusivity within our team.Your primary objective will be to maximize business impact in various areas, tackling critical questions such as:Which markets or cities should we expand into next?How can we encourage positive behavior among our riders?What effect do our exclusive restaurant deals have?How can we optimize our compensation policies to ensure customer satisfaction?What trade-offs should we consider between growth and profitability?How should our pricing strategy vary based on distance and market?What is the ideal selection and variety of restaurants in a specific area?How can we enhance our consumer app to better serve grocery shoppers?The work you do will have a tangible and direct influence on the company's bottom line.

Data Science ManagerAt Deliveroo, we are committed to revolutionizing the way people shop and dine. Our mission is driven by a culture of impact, innovation, and growth. The Data Science team is pivotal to our operations, facilitating insightful decision-making for our product, commercial, and operational teams through advanced experimentation, causal inference, and cutting-edge machine learning techniques.We are excited to expand our team by hiring multiple Data Science Managers across various business domains. Instead of slotting you into a predefined role, our recruitment process aims to uncover your unique strengths and interests, enabling us to match you with a position that aligns perfectly with your skills and aspirations.Your ResponsibilitiesAs a Data Science Manager, you will lead the analytical strategy and drive measurable outcomes for a specific product or business area while mentoring a high-performing team of data scientists or machine learning engineers. Your responsibilities will include:Designing and implementing experimentation and causal inference frameworks to enhance customer retention, loyalty, and subscription growth.Spearheading pricing, promotions, and value strategies that balance growth with profitability and long-term customer trust.Creating machine learning or optimization models to enhance delivery logistics, rider pricing, or marketplace efficiency.Enhancing discovery, search, or personalization through rapid iteration on impactful algorithms.Driving customer acquisition and engagement across restaurants, retail, or new verticals using data-driven targeting and incentives.In all roles, you will remain actively engaged while managing your team. You will identify significant problems worth addressing and ensure that data science efforts translate into actionable insights for improved product and commercial strategies. Collaboration with Product, Engineering, Operations, Marketing, and Finance will be essential as you set the standard for analytical rigor, prioritization, and impact amidst complex metrics and stakeholder opinions.Your QualificationsThe ideal candidate will possess strong expertise in some of the following areas while demonstrating a desire to grow in others:Proven experience in managing data scientists or machine learning engineers and facilitating their professional development.A substantial background as a senior individual contributor, with practical experience in experimentation, causal inference, or applied machine learning.Demonstrated skill in identifying high-impact opportunities and transforming them into actionable strategies.

Software EngineerJoin us in our mission to revolutionize the way people shop and eat, where impact, innovation, and growth drive everything we do. Our engineering teams tackle complex technical challenges within a global three-sided marketplace, building and scaling systems that serve millions of customers, riders, and partners every day.From real-time logistics to resilient infrastructure and marketplace optimization, we design, build, and operate technology that fuels Deliveroo’s growth at scale.We are seeking a Software Engineer to become part of our London team. In this role, you will contribute to building and maintaining high-performance systems that enhance our hyper-local marketplace, ensuring a seamless experience for millions of users. This position is based in our London office with a hybrid setup, typically requiring three days in the office.Get to know our engineering team — discover what drives us, our work culture, and what you can anticipate.Key ResponsibilitiesYou’ll join a multidisciplinary engineering team focused on technical execution and collaboration. As a Software Engineer at Deliveroo, your contributions will play a vital role in meeting team objectives, simplifying the maintenance of production systems, and ensuring operational readiness and health.Your daily activities may include:Designing and scaling backend services for our real-time marketplace using programming languages such as Go, Ruby, or Python.Improving code structure and architecture through participation in in-depth technical discussions and code reviews across your team’s scope.Enhancing system reliability by focusing on visibility, monitoring, and overall health of production systems.Collaborating across teams to identify integration opportunities and influence the technical roadmap within your area of expertise.Participating in the hiring process by conducting engineering interviews and supporting the development of your colleagues.Qualifications for SuccessThe ideal candidate will possess strong expertise in some of the following areas and show a desire to learn in others:A commitment to writing clean, well-structured, and thoroughly tested software, with a focus on long-term maintainability.Experience with backend technologies relevant to our marketplace environment.Strong analytical and problem-solving skills, with the ability to work collaboratively in a diverse team.

Why Choose Deliveroo?At Deliveroo, our mission is to revolutionize the shopping and dining experience by delivering your favorite food and products right to your doorstep. We bridge the gap between consumers, restaurants, shops, and riders, making it easier and more enjoyable to access what you love, when you want it.As a technology-driven organization, we are at the forefront of one of the fastest-growing industries globally. Although we are a compact team, our impact is significant, as we tackle some of the most compelling challenges in our sector. We prioritize speed, independence, and innovation, continually seeking fresh ideas.Joining Deliveroo offers an exceptional opportunity to build a meaningful career centered on impact—both on your personal development and our company as we scale. You can leave your mark while contributing to the positive effects we create in our marketplace and communities.About the InternshipIn your role as a Software Engineer Intern at Deliveroo, you will implement and manage technological solutions that enhance the experiences of our restaurants, riders, and customers. From designing user-friendly interfaces to developing scalable backend systems, our goal is to deliver reliable and high-performance technology that delights our users.Our 12-week internship program immerses you fully within your team, allowing you to develop, maintain, and ship products that make a real difference. You will have the chance to collaborate with your team to solve genuine problems for our customers, directly influencing our business.Candidates must possess the legal right to work in the U.K. to be eligible for this position. The internship program for 2026 will take place in person at Deliveroo's London headquarters at Cannon Bridge House.

Senior Software EngineerBecome a key player in our mission to revolutionize the shopping and dining experience, where innovation, impact, and growth are at the forefront of everything we pursue. Our Engineering teams tackle intricate technical challenges across a global, three-sided marketplace, constructing and scaling systems that cater to millions of customers, riders, and partners daily.From real-time logistics to robust infrastructure and marketplace optimization, we design, build, and operate technology that fuels Deliveroo’s expansive growth.We seek a Senior Software Engineer to join our London (Hybrid - 3 days from the office) team. In this pivotal role, you will enhance code structure and architecture while leading project planning to maximize efficiency and reliability across our production systems.Familiarize yourself with our Engineering team — discover what motivates us, our work culture, and what you can anticipate.Your ResponsibilitiesHere’s what your day-to-day might encompass:Pursue Technical Excellence: Refine code structure and architecture within your team’s domain, conducting impactful code reviews to ensure quality and scalability.Steer Project Planning: Anticipate dependencies and risks, collaborating closely with Product and Design to ensure seamless delivery of complex features.Enhance Operations: Streamline the maintenance and operation of production systems, fostering visibility, health, and operational readiness.Collaborate & Influence: Cultivate relationships across engineering teams to uncover collaboration opportunities and influence the broader technical roadmap.Mentor & Recruit: Facilitate the personal development of your colleagues through technical mentorship and actively participate in engineering interviews to expand our team.Desired QualificationsOur ideal candidate will bring robust expertise in several of these areas and a willingness to grow in others:Solid Engineering Principles: A strong commitment to crafting readable, well-designed, and thoroughly tested software.Backend Proficiency: Extensive experience in developing web-based applications (we utilize Go, Ruby/Rails, Python, Scala, and Rust).Data Proficiency: Familiarity with data handling and optimization techniques.

Join Deliveroo as a Senior Analytics Engineer and play a pivotal role in transforming data into actionable insights that enhance our services. You will collaborate with cross-functional teams to design and implement robust analytical solutions, driving strategic decisions that shape the future of food delivery.

Location: London, UK - Hybrid (3 days from the office)About the TeamJoin the Foundations team, where we create and maintain the essential systems and tools that empower Deliveroo and DoorDash engineers to innovate, deploy, and manage software on a grand scale. Our infrastructure, CI/CD processes, and developer tools are crafted with the same precision as our customer-facing applications. Our mission is to enhance engineering efficiency, reliability, and security as we redefine the way the world eats and shops.About the RoleIn this pivotal role, you will bridge the gap between software engineering and cloud infrastructure. You will write high-quality production code to automate processes and develop internal tools, while also designing and managing scalable systems within AWS.This hands-on position focuses on optimizing software development, deployment, and operational processes throughout the organization—striking a balance between coding, infrastructure design, and operational excellence.Your ResponsibilitiesDevelop and maintain software (mainly in Go) to automate infrastructure, streamline developer workflows, and enhance platform functionalities.Design, deploy, and manage secure and scalable systems in AWS.Create and oversee CI/CD pipelines utilizing tools such as GitHub Actions, CircleCI, and Buildkite.Implement infrastructure as code and boost automation across various environments.Diagnose and resolve intricate issues related to builds, deployments, and production across application and infrastructure layers.Enhance observability, reliability, and performance of internal platforms and production systems.Collaborate with engineering teams to establish best practices for deployment, release management, and cloud architecture.Engage in technical design discussions and advocate for continuous improvement in DevOps practices.QualificationsProven experience in constructing and operating CI/CD systems using platforms like GitHub Actions, CircleCI, or Buildkite.Strong proficiency in writing and maintaining production-level software.

Location: London, UK - Hybrid (3 days in office)About the TeamThe Foundations team is responsible for developing the essential systems and tools that empower engineers at DoorDash and Deliveroo to create, deploy, and manage software efficiently at scale. We regard our infrastructure, CI/CD processes, and developer tools as products, crafted with the same level of precision and care as our customer-facing solutions. Our goal is to enhance engineering speed, reliability, and security as we revolutionize the global dining and shopping experience.About the RoleIn this role, you will work at the dynamic intersection of software engineering and cloud infrastructure. You will produce high-quality code to automate processes and develop internal tools while designing and managing scalable systems on AWS.This hands-on position focuses on optimizing the software development lifecycle, deployment, and operational practices throughout the organization — balancing coding, infrastructure design, and operational excellence.Your ResponsibilitiesDeveloping and maintaining software (primarily in Go) to automate infrastructure, streamline developer workflows, and enhance platform featuresDesigning, deploying, and operating secure, scalable systems within AWSCreating and maintaining CI/CD pipelines utilizing GitHub Actions, CircleCI, Buildkite, and other related toolsImplementing infrastructure as code and enhancing automation across various environmentsTroubleshooting and resolving sophisticated build, deployment, and production issues across application and infrastructure layersEnhancing observability, reliability, and performance of internal platforms and production systemsCollaborating with engineering teams to establish best practices for deployment, release management, and cloud architectureParticipating in technical design discussions and driving continuous improvements in DevOps methodologiesRequirementsExtensive experience in building and operating CI/CD systems using tools like GitHub Actions, CircleCI, or BuildkiteProficiency in writing and maintaining production-quality software in Go or equivalent languagesStrong background in cloud services, particularly AWSExperience with infrastructure as code tools such as Terraform or CloudFormationDemonstrated ability to troubleshoot complex issues across applications and infrastructureExcellent communication skills and a collaborative mindset

Account ManagerBecome a vital part of Deliveroo’s mission to revolutionize the shopping and dining experience. Our Commercial team operates at the heart of Deliveroo’s marketplace, driving innovation and growth by enhancing our relationships with restaurants, grocers, and emerging sectors globally. From forging strategic partnerships to developing data-driven growth strategies, we tackle significant challenges that propel our business forward. If you thrive in dynamic, commercial settings and aspire to shape the future of a leading global brand, this team is your perfect fit.We are seeking an enthusiastic Account Manager to join our London team. In this pivotal role, you will partner with some of the South of England’s premier restaurants, fostering relationships that enable them to elevate their online sales.Explore our Commercial team to discover what drives our success, our collaborative work culture, and what you can expect when you join us.Your ResponsibilitiesAs a member of the Regional UK and Ireland team, you will be the local expert guiding Deliveroo’s performance across all four nations, managing top-tier restaurants from Brighton to Belfast as we realize our substantial growth ambitions.Here’s what a typical day may involve:Enhancing Partner Performance: Leverage data analysis and industry insights to optimize order volumes and unlock growth opportunities for our premier restaurant partners.Building Senior Relationships: Establish and nurture impactful partnerships through regular in-person and virtual engagements.Negotiating High-Value Contracts: Spearhead commercial discussions to secure favorable partnership terms and long-term advantages.Streamlining Operations: Collaborate with restaurant and delivery operations teams to pinpoint and resolve inefficiencies, enhancing overall operational effectiveness.Acting as a Local Market Authority: Serve as Deliveroo’s representative in your region, staying ahead of industry trends to propose innovative growth strategies.Please note: This role requires travel to meet partners in Colchester, Chelmsford, Ipswich, and nearby areas; therefore, a valid driving license and access to a vehicle are preferred.

At Deliveroo, we're on a mission to revolutionize the way people shop and eat, fueled by innovation, impact, and growth. Our Product team is vital in shaping the experiences of millions of users, transforming complex marketplace challenges into straightforward, high-impact solutions.By working at the intersection of data, design, and engineering, we guide our direction, prioritize effectively, and deliver results that propel the business forward.We are looking for a Senior Product Designer to be part of our London team. In this pivotal role, you will contribute to the future of the Deliveroo product, designing intuitive, user-centric experiences that define interactions among our customers, partners, and riders on our platform.Key ResponsibilitiesYou will join the Studio team, focusing on Deliveroo's product while being connected to a global design community that includes talented designers from Deliveroo, Wolt, and DoorDash. You'll have the opportunity to share insights, exchange best practices, and gain fresh perspectives while delivering impactful work tailored to our market.Your daily tasks will include:Leading the entire design process for complex Deliveroo features, from discovery and user research to high-fidelity execution.Defining the design vision for key product areas, ensuring a seamless experience for our local user base.Collaborating with product managers, engineers, and researchers to convert ambiguous business challenges into elegant, user-centric solutions.Enhancing and evolving our core design systems to maintain consistency and scalability across the Deliveroo ecosystem.Mentoring junior designers and promoting design thinking throughout the product development lifecycle to elevate our creative output.

Join Deliveroo as a Site Manager!Are you passionate about leading teams and driving operational excellence? As a Site Manager for Deliveroo HOP in London, you will play a pivotal role in maximizing efficiency, ensuring customer satisfaction, and achieving operational targets.In this dynamic role, you will oversee site operations, optimize productivity, and maintain inventory accuracy while fostering a collaborative and safe work environment. You will also be responsible for developing and training team members to deliver their best performance.About DeliverooDeliveroo is on a mission to revolutionize the way people shop and eat by providing fast, reliable grocery delivery services. With the launch of Deliveroo HOP in September 2021, we aim to deliver groceries in as little as 10 minutes, ensuring customers have access to a wide range of products at incredible speed. Our dedicated teams are building a network of stores across London and beyond, supported by a robust rider network to fulfill deliveries efficiently.This is an exciting opportunity to join a rapidly growing team that values innovation and quality in its service. If you have the drive to excel and a passion for customer service, we want to hear from you!

As the Director of Strategic Partnerships at Deliveroo, you will play a pivotal role in driving our growth strategy through meaningful partnerships. You will lead a talented team, fostering relationships that enhance our brand visibility and elevate customer satisfaction. Your strategic insight will guide the development of innovative collaboration opportunities, ensuring that Deliveroo remains at the forefront of the food delivery industry.

Compensation PartnerBe part of our mission to revolutionize the shopping and dining experience, where innovation, impact, and growth fuel our endeavors. Our People team is dedicated to designing a workplace that inspires collaboration and excellence, from identifying diverse talent and nurturing future leaders to crafting rewards that recognize success. We are committed to fostering a culture where everyone can thrive.We are seeking a Compensation Partner to join our talented team in London. In this pivotal role, you will be instrumental in developing and scaling our incentive practices and providing expert reward consultancy to our global commercial organization.Get to know our People team — discover what motivates us, how we collaborate, and what you can expect when you join us.Your ResponsibilitiesAs a member of the Reward team, you will collaborate with a group of specialists dedicated to devising innovative compensation and benefits strategies that attract and retain top talent.Here’s a glimpse of your daily activities:Strategic Advisory: Offer ongoing expert consultation to leaders, People Partners, and Talent Acquisition on complex compensation-related challenges.Incentive Design: Collaborate with global commercial teams to design, implement, and scale effective sales incentive plans that drive business growth.Market Intelligence: Conduct research on emerging trends and best practices in commercial compensation, utilizing analytics to enhance our global programs.Data-Led Insights: Provide analytical recommendations on compensation trends, risks, and opportunities to ensure our competitiveness and equity.Systems Innovation: Facilitate the integration of compensation processes into modern SaaS solutions (Workday) for improved operational efficiency.Qualifications for SuccessEssential QualificationsExtensive experience in compensation analysis and design, particularly within a global, matrixed technology environment.Profound expertise in managing both short- and long-term incentive programs, focusing on Sales Incentive Plans and Restricted Stock Units (RSUs).Advanced analytical skills to interpret complex data and drive decision-making.

Why Choose Deliveroo?At Deliveroo, we are on a mission to revolutionize the way you shop and dine, delivering your favorite items right to your doorstep. By seamlessly connecting consumers with local restaurants, shops, and riders, we are making access to food and products more enjoyable and convenient than ever before.As a tech-driven company, we are leading the charge in one of the fastest-growing industries globally. Our compact yet impactful team thrives on innovation, rapid execution, and the continuous exploration of exciting ideas.About the RoleWe are seeking a Staff Security Engineer (Level 6) with extensive expertise in Identity and Access Management (IAM). In this crucial role, you will help design, build, and enhance our identity, authentication, and access control frameworks across the organization.This is a hands-on senior engineering position within our Corporate Security Engineering team. You will take on a leadership role in IAM and broader security engineering projects, focusing on designing scalable identity systems, establishing secure access controls, and developing integrations and automation that significantly enhance our risk management strategies.You will leverage your strong security engineering skills along with your in-depth IAM knowledge to influence architectural decisions, mentor fellow engineers, and collaborate with various stakeholders across engineering, IT, compliance, and product teams.Your Responsibilities:Identity & Access ArchitectureLead the evolution of Deliveroo’s IAM architecture, encompassing identity providers like Okta, Azure AD, and Google Cloud Identity, alongside identity governance tools such as ConductorOne and SailPoint IdentityNow.Craft scalable solutions for authentication, authorization, provisioning, deprovisioning, Role-Based Access Control (RBAC), Attribute-Based Access Control (ABAC), Just-In-Time (JIT) access, and privileged access management.Enhance access governance processes, including certifications, Segregation of Duties (SoD) controls, and policy enforcement.Lead technical integrations and implementations across domains, ensuring adherence to core engineering principles.Develop 'Paved Roads' for stakeholders, promoting IAM best practices across teams.Security EngineeringAs you drive security engineering initiatives, you will play a key role in shaping the future of our identity and access management landscape.

Role overview The Staff Machine Learning Engineer at AccuRx will work onsite in London (Shoreditch). The main focus is on creating and deploying machine learning models that help improve patient care and make healthcare workflows more efficient. This work aims to benefit both patients and healthcare professionals. What you will do Design, build, and deploy machine learning models for healthcare use cases Collaborate with engineering, product, and clinical teams to shape solutions Contribute to projects that influence patient outcomes and support healthcare providers

Waymo is an innovative leader in autonomous driving technology, striving to be the most trusted driver globally. Originating from the Google Self-Driving Car Project in 2009, our focus has been on developing the Waymo Driver—The World's Most Experienced Driver™—to enhance mobility access while significantly reducing traffic-related fatalities. The Waymo Driver underpins our fully autonomous ride-hail service and is versatile enough to integrate with various vehicle platforms and applications. With over ten million rider-only trips facilitated and a flawless record of driving over 100 million miles on public roads and tens of billions in simulation across more than 15 U.S. states, our mission is clear.The DUE ML Core London team is responsible for designing and maintaining robust machine learning systems, simulation workflows, and analytics tools aimed at enhancing evaluation processes and developer onboarding experiences. By merging expert human judgment with state-of-the-art machine learning models, we provide training and evaluation data for a multitude of metrics and components integral to the Waymo Driver.We are seeking passionate researchers and software engineers who are enthusiastic about advancing machine learning techniques for evaluation systems and driving performance enhancements throughout our technology stack.

Embark on a transformative journey with Deliveroo, where our mission is to revolutionize the way customers shop and dine. At the heart of our operations, the Product team shapes the experiences of millions, crafting innovative solutions to intricate marketplace challenges.In this dynamic role, you will work at the intersection of data, design, and engineering, steering our strategic direction, prioritizing essential tasks, and delivering impactful outcomes that propel our business forward.We are seeking a Senior Product Manager for our London office. You will spearhead initiatives within our Network Efficiency division, transforming complex logistics obstacles into strategic advantages that enhance delivery speed and support global expansion.Key ResponsibilitiesJoining the Network Efficiency team, you will be at the core of Deliveroo's logistics framework, collaborating closely with Engineering, Analytics, Machine Learning, and Operations Research to optimize real-time predictions and dispatch strategies across all markets.Your daily responsibilities will include:Developing and implementing new logistics capabilities that enhance our offerings for customers, merchants, and riders.Leading prioritization and trade-off discussions, effectively navigating complex marketplace dynamics and escalating matters to senior leadership when necessary.Managing product objectives from conception to launch, fostering collaboration across disciplines to ensure the delivery of high-quality, impactful solutions.Facilitating cross-functional alignment with Finance, Legal, and Strategy & Operations teams globally to successfully launch new features.Translating complex uncertainties into actionable execution plans, ensuring the team maintains focus on the most valuable opportunities.Qualifications for SuccessWe seek a candidate with strong expertise in some of the following areas and a desire to grow in others:Demonstrated problem-solving skills, with an aptitude for asking insightful questions and converting ambiguity into clear, actionable roadmaps.Extensive analytical experience; you possess the ability to swiftly understand technical concepts and effectively collaborate with Machine Learning and Operations Research experts.A holistic systems-thinking approach, capable of balancing customer demands with business objectives.

Care Operations ManagerLevel I4Location: London, with a hybrid working model requiring a minimum of 3 days in the office.Recruiter: Nick UptonHiring Manager: James BarnesAs the Care Operations Manager, you will lead the operational efficiency of our contact center teams across various BPO locations. Your role involves collaborating with multiple departments to ensure the success of the business. You will analyze operational metrics to identify opportunities for enhancement and implement effective strategies aimed at boosting productivity and service quality.Key ResponsibilitiesOversee Care performance across the marketplace via outsourced teams.Collaborate with global and local stakeholders to manage service queue performance for customers, partners, and riders across various channels.Develop insights and targets to measure Care performance effectively.Lead projects aimed at transforming performance across key KPIs (CSAT, Policy Adherence, AHT, QA) and own performance improvement initiatives.Identify gaps and collaborate with partners and internal teams to develop and implement performance improvement strategies.Conduct independent performance analyses and present updates to executives and Care leadership.Manage outsourced partners’ performance, identifying areas for improvement and implementing action plans to achieve customer experience excellence.Ensure Care services set Deliveroo apart, fostering best-in-class customer satisfaction across all market segments.Drive change by identifying operational gaps, forming hypotheses, and executing improvement initiatives.Present performance data against Care action plans and objectives on a weekly, monthly, and annual basis.Participate in the 24/7 emergency on-call rotation, approximately once every quarter.