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 Deliveroo’s customers, riders, and restaurant partners—delivering 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 better—this is the place for you.
We’re looking for a Head of Rider Services to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most.
What You’ll Be Doing
You’ll 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.
Here’s 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 Deliveroo’s brand.
What You’ll Need to Thrive
- 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. You’ll 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.