Senior Performance Manager - Customer Experience

Job description

Senior Performance Manager - Customer Experience Location: London: Working pattern: Hybrid: 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 Senior Performance Manager 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 Customer Experience & Integrity (CXI) team, working at the forefront of performance strategy and operational health. You will develop a forensic understanding of how our marketplace functions, mov...