Description
Job Description
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.
About the Team
The Customer Experience team ensures that when there are bumps in the last mile, there's always someone there to help make things right. They design and implement automated support solutions to deliver an outstanding customer experience as reliably and efficiently as possible.
About the Role
We are looking for a Manager to lead the expansion of support automation in international markets. This Manager will own the end-to-end strategy and implementation of automated support features across new markets, leveraging DoorDash's extensive automation expertise to drive measurable automated resolution rates while building a scalable foundation for ongoing global expansion.
As the Strategy and Operations (S&O) Expansion Program Lead, you will be the central DRI for developing international automation rollout plans, owning reporting for North Star metrics, and working closely with cross-functional partners across Product, Engineering, Analytics, and country teams.
Responsibilities
- Lead strategy: define and drive support automation expansion strategy for international markets, determining use cases, prioritization frameworks, and approaches to scaling automations across countries in a repeatable, compliant, and operationally efficient way.
- Own the metric: track progress weekly, identify gaps, and drive corrective action across the cross-functional team.
- Build the foundation: partner with Product and Engineering to enable feature parity and market customization, and create a playbook for scaling across new use cases and automation channels.
- Enable experimentation: partner with Analytics to design, launch, and evaluate experiments that measure impact and drive ship decisions in alignment with stakeholders.
- Navigate cross-functional complexity: identify and manage interdependencies with Product, Engineering, Analytics, Legal, and country leads, ensuring automation strategy is built in alignment with local market requirements, regulatory constraints, and broader business priorities.
- Communicate and influence: represent the automation expansion program in weekly business reviews and executive forums, clearly articulating progress, risks, and decisions needed from senior leadership.
Requirements
- 5+ years of experience in strategy, operations, management consulting, or a related field, with successful delivery of results in complex, cross-functional environments.
- Experience in support strategy, automation, or international expansion is a plus.
- Organizational skills: thrive in creating structure out of ambiguity, defining clear ownership, milestones, and processes in complex, multi-team environments.
- Analytical skills: let data win arguments, comfortable pulling own data in SQL or modeling in Excel to size opportunity, track performance, and inform decisions.
- Persuasive communication: effective communicator, speaking as if right and listening as if wrong, influencing across DRIs at all levels.
- Urgency and relentlessness: move quickly, make decisions with imperfect information, and hold teams accountable to timelines.
Benefits
(No benefits mentioned)
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.