Rider Policy Manager

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.

The role

We are looking for a Rider Policy Manager to work with our central team to project manage the conception of new policies and improvement of existing policies to help mitigate fraud and risk. This role will be based in our London HQ in Cannon Street and will be required to be in the office for a minimum of three days per week, in line with our office working policy.

Core responsibilities

• Defining and iterating on Rider Behavioural policy, with the aim of curbing rider fraud and abuse, and improving consumer outcomes.
• Project managing the introduction of new policies, from the point of identifying issues to the reporting and monitoring of new policies post launch.
• Identifying as well as closing any gaps in compliance adherence

What you’ll be doing

• Develop (new), or revise policies to address breaches of contract by Riders which have a detrimental impact on the customer experience 
• Develop a deep understanding of our rider operating model to identify and define relevant key measures and metrics on the effectiveness of our fraud detection signals and execution of our policies, reporting this to relevant senior stakeholders across the business.
• Develop effective partnerships with product, data science, public relations, policy and legal internal stakeholders to provide expert rider fraud and abuse knowledge and define business and functional requirements. 
• Build relationships with our rider and customer operations teams globally, to ensure sufficient communication and knowledge sharing on improvements to our policies and processes. 
• Proactively identifying opportunities to address product loopholes and improvements, as well as sharing emerging threats/trends. 
• Leading in identification of the highest priority issues or problem areas and working with other trust and operations teams to drive forward solutions.
• Conduct fraud impact and risk assessments, providing recommendations after considering cost, operations and legal implications.

Requirements

• 4+ years experience in fraud, compliance, operations, consulting or similar
• Excellent communication skills, with some experience in influencing various stakeholders and providing challenge where appropriate
• Ability to manage stakeholders effectively - Build and maintain strong effective relationships with a wide range of stakeholders 
• Data driven and detail oriented - Analyse different sources of information to identify risks, make appropriate decisions and take relevant timely actions
• Happy working in a fast-paced environment and adapts to changes quickly 
• Project management experience - Manage multiple projects simultaneously; able to prioritise effectively. 

Desirable:

• Experience with Looker and/or SQL is a strong plus
• Project management experience

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away 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 incredibly exciting space.