Deliveroo - People Operations Process Transformation Lead
Requirements
• Essential: • Demonstrated ability to catalogue, size, and simplify end-to-end processes, eliminating waste to deliver measurable gains in hours or cost. • Strong practical understanding of agile methodologies (e.g. kanban, sprint cycles, backlog management) applied to operational or tech-enabled teams. • Hands-on experience designing or governing AI-enabled and agentic workflows, including setting quality benchmarks and identifying critical human-in-the-loop checkpoints. • Proven ability to design ticketing and case management workflows (ideally in Jira) and influence cross-functional stakeholders across HR, technology, and compliance without direct authority. • Hands-on experience configuring Jira Service Management or Workday. • Formal training or practical application in Lean, Six Sigma, or continuous improvement methodologies. • Experience writing prompt evaluations, structured decision trees, or knowledge architectures for LLM-powered tools. • Exposure to EMEA employment compliance, payroll handoffs, and operational change management.
Responsibilities
• You’ll be joining the People Services & Enablement team. We run HR operations across DoorDash, Wolt, and Deliveroo, focusing on delivering one unified service catalogue, one front door, and a simplified operating model. You will turn fragmented processes into scalable, AI-ready operations that return real capacity to the business. • Establish a unified catalogue and SOP library: Create a single, cross-brand catalogue of all People Services activities with named owners, version control, and clear process mapping across Workday, Jira, and local tools. • Establish a unified catalogue and SOP library: • Eliminate process waste and standardise: Identify and cut redundant handoffs, rework, and unnecessary approvals before documenting standard operating procedures, ensuring we simplify before we automate. • Eliminate process waste and standardise: • Size, prioritise, and track capacity: Implement a consistent T-shirt sizing framework (effort, complexity, risk) across all tasks to prioritise the operational backlog, plan team capacity, and measure FTE hours returned. • Size, prioritise, and track capacity: • Lead the agile methodology for agentic AI: Define intake, sprint frameworks, and definition-of-done standards to prepare SOPs and decision rules for AI agents, partnering with People Tech to launch priority automations. • Lead the agile methodology for agentic AI: • Optimise case management workflows: Design structured Jira workflows, auto-routing rules, and an AI case assistant to ensure seamless single-front-door intake, higher first-contact resolution, and strict SLA adherence. • Optimise case management workflows: • Drive cross-functional transformation: Partner closely with People Tech, Knowledge & Content, Payroll, and Centres of Excellence to seamlessly transition work into centralised services and measure tangible efficiency gains. • Drive cross-functional transformation:
Benefits
• 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 • Make a visible impact every day • Your work directly improves experiences for customers, partners and riders. • 🌱 Learn fast in an entrepreneurial environment • Learn fast in an entrepreneurial environment • Work close to the market with autonomy, pace and real responsibility. • 🧠 Build a career, not just a role • Build a career, not just a role • Stretch yourself, develop new skills and grow as the business evolves. • 🌎 Deliver together in an inclusive culture • 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. • 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 InclusionAt 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. • Diversity, Equity and Inclusion • 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.
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