Senior Programme Manager Maternity 12m FTC
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Job Location:
Monthly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
Senior Programme Manager Maternity 12m FTC
Location: London
Working pattern: Hybrid (3 days per week in-office)
Languages: English
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 Programme Manager 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 Customer Experience Programme Management team working at the forefront of complex and high-impact initiatives that scale operational excellence across our global support ecosystem.
Heres what your day-to-day might look like:
Lead Strategic Programmes: Drive the end-to-end delivery of high-impact initiatives across Support and Trust ensuring robust planning and governance.
Establish Programme Governance: Build clear structures for status tracking and risk management to ensure transparency and accountability for executive reporting.
Drive Cross-Functional Alignment: Foster trusted relationships with senior leaders across Product Tech and Data Science to manage dependencies and remove delivery barriers.
Measure Insight & Impact: Monitor progress against key success metrics and communicate results persuasively to leadership throughout the programme lifecycle.
Champion Best Practices: Embed programme management excellence by developing frameworks and tools that enable consistent high-quality delivery across the group.
What Youll Need to Thrive
Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:
Significant Programme Leadership: Proven ability to deliver complex cross-functional programmes with measurable business impact across multiple markets.
Strategic Planning & Execution: Expert at translating high-level strategy into actionable roadmaps and driving execution in ambiguous environments.
Advanced Change Leadership: Skilled in leading large-scale organizational change and influencing the adoption of new tools and processes.
Operational & Commercial Acumen: Strong understanding of customer operations balancing efficiency and quality with the overall user experience.
Structured Analytical Thinking: Exceptional problem-solving skills with the ability to interpret complex data and make evidence-based recommendations.
Senior Stakeholder Influence: Exceptional communication skills comfortable simplifying complexity to enable clear decision-making for senior audiences.
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 programmes 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. Learn more about how we hire here.
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.
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:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
