Head of Rider Services Deliveroo France

Head of Rider Services

Location: Paris France

Working pattern: Hybrid

Languages: English and French (Fluent)

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 Deliveroos customers riders and restaurant partnersdelivering 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 betterthis is the place for you.

Were looking for a Head of Rider Services to join our Marketplace Support & Service Excellence this role youll help us deliver fair timely and high-quality resolutions across our three-sided marketplace supporting customers riders and partners when it matters most.

What Youll Be Doing

Youll be joining the Rider Services team working at the forefront of complex and high-impact cases. You will lead the management of the contractual relationship with rider partners in France ensuring flawless compliance and a strong partnership.

Heres what your day-to-day might look like:

• Define and execute the rider services strategy for France setting long-term priorities and scalable operating models in partnership with leadership.

• Guarantee full contractual compliance by ensuring all riders are legally eligible to work and managing all regulatory reporting obligations with total rigor.

• Oversee onboarding and fraud prevention designing processes that are fast efficient and resistant to sophisticated fraud.

• Manage service quality and lifecycle ensuring quality obligations and contractual processes are handled fairly consistently and in line with social dialogue commitments.

• Lead incident management and risk assessment tracking significant rider-related incidents and taking decisive corrective actions to safeguard the marketplace.

• Direct rider support frameworks acting as the key point of contact for Care policies to ensure rules are effective compliant and market-appropriate.

• Drive cross-functional collaboration with Legal Public Affairs and Global teams to ensure all actions are socially responsible and align with Deliveroos brand.

What Youll Need to Thrive

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Significant experience leading operations or compliance within legal highly regulated or strategic project management environments.

• Proven ability to manage complex stakeholder landscapes influencing both local leadership and global central functions.

• Strong people leadership skills with a track record of building coaching and engaging high-performing operational teams.

• Advanced analytical and process-optimization skills with the ability to design and scale systems for fraud detection and service improvement.

• Demonstrated capability in risk and reputation management handling sensitive topics with high levels of discretion and responsibility.

• Fluency in both English and French with the excellence in communication required to navigate international and local regulatory requirements.

Why Join Us

At Deliveroo customer care is central to how we build trust across our marketplace. Youll 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 34 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 were 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. Were 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. Deliveroo France was recently scored 98/100 on the Gender Equality Index demonstrating our commitment to these values.

If you have a disability or long-term health condition and need support to apply for one of our roles or if you require any reasonable adjustments during the recruitment process please contact our recruitment team at and well be happy to help ensure you have a fair and equitable experience.

If youre excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious supportive teams wed love to hear from you!

Required Experience:

Director