Strategy & Operations, Expansion Program Manager

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.

About the Team

Customer Experience ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and implements automated support solutions, with the ultimate goal of delivering an outstanding customer experience as reliably and efficiently as possible.

About the Role

Our team is looking to hire 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 rate while building a scalable foundation for ongoing global expansion.

This Manager will serve as the Strategy and Operations (S&O) Expansion Program Lead: the central DRI for developing the international automation rollout plan, owning reporting for North Star metric, and working closely with cross-functional partners across Product, Engineering, Analytics, and country teams. This role is a great opportunity for someone who wants to operationalize complex, multi-market solutions and have a direct impact on ourDoorDash's global support strategy.

You're excited about this opportunity because you will:

• Lead strategy. Define and drive the support automation expansion strategy for international markets: determining use cases, prioritization frameworks, and the approach to scaling automations across countries in a repeatable, compliant, and operationally efficient way.
• Own the metric. Own the goal end-to-end, tracking progress weekly, identifying gaps, and driving corrective action across the cross-functional team.
• Build the foundation. Build a strong foundation partnering with Product and Engineering to enable feature parity and market customization, and creating the 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.

We're excited about you because…

• You're organized. You thrive in creating structure out of ambiguity - defining clear ownership, milestones, and processes in a complex, multi-team environment.
• You solve problems from first principles. You're excited to tackle challenges in new markets and resist "this is how it's always been done" thinking.
• You're analytical. You let data win arguments, and you're comfortable pulling your own data in SQL or modeling in Excel to size opportunity, track performance, and inform decisions.
• You're persuasive. You are an effective communicator - speaking as if you're right and listening as if you're wrong. You can influence across DRIs at all levels, from country leads to senior leadership.
• You act with urgency. Speed excites you. You move quickly, make decisions with imperfect information, and hold teams accountable to timelines.
• You're relentless. You do what it takes to drive outcomes, no matter how many teams or time zones are involved.
• You have 5+ years of experience in strategy, operations, management consulting, or a related field - and have successfully delivered results in complex, cross-functional environments. Experience in support strategy, automation, or international expansion is a plus.

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!

Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring - learn more about DASH Brands' legitimate recruiting process at careersatdoordash.com/recruitment-scam-awareness.