Head of Rider Services - Deliveroo France

HEAD OF RIDER SERVICES

We are looking for a Head of Rider Services to lead the management of the contractual relationship with rider partners in France. You will own the full lifecycle of this relationship from onboarding and compliance to service quality, fraud prevention, incident management, and rider support. You will ensure Deliveroo operates with flawless compliance, a strong partnership with riders, and excellent services through the platform. This role requires close collaboration with Legal, Public Affairs, Care (support live), and central Rider Services teams as well as other markets to safeguard both our ability to operate and our reputation.

Beyond day-to-day execution, this role is responsible for shaping the rider services strategy in France, defining long-term priorities, scalable operating models, and success metrics in close partnership with France leadership and central teams.

WHAT YOU’LL BE DOING

You will be leading a dynamic team with cross-functional exposure and will report to the Head of Operations in France. Key responsibilities include:

• Contractual relationship & compliance: Guarantee that all riders are legally eligible to work using the Deliveroo app, manage regulatory reporting obligations, and ensure compliance processes are executed with rigor.

• Onboarding & fraud prevention: Oversee onboarding of new riders, ensuring processes are fast, scalable, fraud-resistant, and efficient for both riders and teams.

• Service quality & lifecycle management: Monitor quality obligations, manage contractual processes fairly and consistently, and ensure alignment with social dialogue commitments.

• Incident management: Track and investigate significant rider-related incidents, assess risks, and take corrective actions.

• Rider support & Care alignment: Oversee rider support content and frameworks, ensuring accuracy, compliance, and alignment with Deliveroo’s business. Act as the key point of contact for Care policies, ensuring rules are effective, consistent, and market-appropriate.

• Cross-functional collaboration: Work closely with Legal and Public Affairs teams to ensure all actions are legally sound, socially responsible, and mindful of Deliveroo’s brand and rider sentiment.

• Global & local collaboration: Partner with central functions (Policy, Product, Legal) to align strategies and streamline executions. Collaboration with peers from markets to share best practices, benchmark performance, and strengthen overall consistency.

QUALITIES WE’RE LOOKING FOR

• Vision & structure: Ability to set direction, structure complex topics, and turn strategy into actionable plans.

• People leadership: Experience building, coaching, and engaging a high-performing team.

• Analytical & decision-making: Data-driven approach to prioritisation, fraud detection, and service improvement.

• Influence & communication: Strong stakeholder management across local and central functions, including Senior Leadership.

• Resilience & ownership: Capacity to handle all topics with rigour, discretion, and responsibility.

REQUIREMENTS

• 7–10 years of experience in operations, compliance, legal/regulated environments, or strategic project management.

• Proven track record of managing complex topics and sensitive stakeholder landscapes.

• Capable and engaging management and leadership, enabling individual performance and growth

• Strong analytical and process-optimisation skills; ability to design and scale operational systems.

• Experience working in an international or highly regulated environment is a strong plus.

• Fluent in English and French, with excellent written and verbal communication skills.

Demonstrated ability to manage risk, compliance, and reputational challenges while delivering operational excellence.

WHY JOIN US?

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

🔧 Make a visible impact every day Your work directly improves experiences for customers, partners and riders.

🌱 Learn fast in an entrepreneurial environment Work close to the market with autonomy, pace and real responsibility.

🧠 Build a career, not just a role Stretch yourself, develop new skills and grow as the business evolves.

🌎 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 3-4 stages. Find more about how we hire here https://careers.deliveroo.co.uk/how-we-hire/.

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, we’re 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. We’re 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 require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!