Director, Customer Support Network Strategy, Service Design & Workforce Management

Wolt and Roo operate under the DoorDash umbrella, and Customer Support sits at the intersection of brand experience, unit economics and long-term growth. This role owns the strategy on:

1. Where should we operate support, at what scale, and at what cost, across a rolling multi-year horizon?

2. How do we architect frontline service design to be AI-ready as frontline tooling evolves, deliver best-in-class customer experience, and remain cost-efficient?

3. How do we manage our workforce with precision, eliminating waste, consolidating overlapping structures, and continuously improving headcount efficiency through automation and org redesign?

This is a permanent leadership role. The person in this seat will own network strategy, service design and workforce management as a continuous discipline, embedding deeply into Wolt, Roo and DoorDash technology stacks, building and refreshing the financial and operational case for change, and evolving the execution roadmap as the business, technology and market shift.

A. Support Service Design

• Own the demand and supply planning, and scheduling for the network, partnering deeply with upstream business owners and defect elimination to enable forecasting accuracy.

• Own ongoing assessment of how service is structured and delivered at the frontline across both brands.

• Maintain the role architecture map: what roles exist, what they do, where they overlap.

• Evaluate how tools (CRM, WFM, knowledge base, AI tools, ticketing) enable or constrain frontline roles, and keep this view current as tooling changes.

• Own and evolve the target-state frontline model aligned to AI-augmented ways of working.

• Continuously run gap analysis: current state vs. target state, with prioritised interventions.

B. Support Site Strategy

• Own the support site footprint across both brands as an ongoing portfolio.

• Maintain and refresh strategic site scenarios across cost, quality, risk and scalability as conditions change.

• Own the financial model underpinning site strategy: OpEx, CapEx, transition cost, and planning cycles.

• Continuously assess BPO vs. in-house mix, nearshore vs. offshore trade-offs, and consolidation opportunities.

• Bring forward exec-ready recommendations as circumstances warrant, with clear pros, cons and decision criteria.

• Keep the site strategy framed against contact volume reduction through automation.

C. Workforce Management Transformation

• Own WFM maturity across both brands on an ongoing basis: demand forecasting, capacity planning, scheduling, real-time management.

• Identify and close tooling gaps and duplication across Wolt and Roo WFM stacks.

• Own and evolve the consolidated WFM target operating model.

• Own the continuous efficiency case, driven through:

  • Org consolidation: merging duplicated WFM roles across the two brands.

  • Contact automation: defect elimination and end-to-end customer-facing automation.

  • AI-assisted agent workflows: human-in-the-loop bot interfaces, AI-guided resolution, next-best-action tools.

  • Scheduling and real-time optimisation via AI/ML tooling.

• Own tooling requirements and vendor strategy (shortlists, entries, exits) as an ongoing responsibility.

D. DoorDash Technology Integration

• Maintain deep, current working knowledge of DoorDash's support technology stack.

• Continuously translate technology capabilities into concrete business levers for the Wolt and Roo context.

• Own the dependency map between integration milestones and the Support transformation roadmap.

• Flag risks early where integration timelines could affect strategy execution.

E. Execution Planning

• Own the rolling execution plan: prioritised initiatives, owners, investment, expected outcomes, refreshed as priorities shift.

• Own the forward-looking roadmap: strategic bets, sequencing logic, capability-build requirements.

• Own stakeholder alignment across Support Operations, Product, Finance and People functions on an ongoing basis.

Core Ongoing Responsibilities & Outcomes

• Current state visibility: Maintain a living view of service design, site footprint, financial planning cycles and WFM maturity across Wolt & Roo, with an opinionated, forward-looking perspective on where the network needs to go.

• DoorDash technology translation: Continuously map DoorDash technology capabilities to Wolt/Roo business levers, tracking upstream product, tooling and integration roadmaps and their implications for network design.

• Support site strategy: Maintain a multi-year scenario model with full financial analysis, pros & cons, and a standing recommended path, developed in partnership with the wider Strategy and Operations organisation.

• Planning mechanisms: Own and run weekly, monthly, quarterly and annual mechanisms for demand and supply planning (long and short term) and scheduling/real-time management, optimising for customer experience and efficiency, with clear visibility for executive leadership.

• WFM transformation: Own the consolidated operating model, tooling spec, and the efficiency case for the organisation, with signed-off financial projections refreshed as the business evolves.

• Roadmap ownership: Maintain a rolling forward roadmap covering strategic sequencing, capability investments, and automation maturity milestones, ratified through regular leadership review.

• Stakeholder alignment: Keep all key workstream owners briefed, committed and clear on accountabilities on an ongoing basis.

All recommendations must be underpinned by a financial model, and must be decision-ready on first presentation.

Operating Rhythm

• Embed & Orient (ongoing as scope evolves): Maintain stakeholder maps; stay immersed in Wolt, Roo & DoorDash systems; keep baseline data current; revisit scope and success criteria as the business changes.

• Diagnose: Continuously reassess current state across all workstreams; keep DoorDash tech translation current; surface risks and quick wins as they emerge.

• Design & Model: Maintain and evolve site strategy scenarios, the frontline service design blueprint, the WFM target model, and supporting financial models.

• Synthesise & Align: Run regular executive forums and stakeholder sign-off cycles.

• Roadmap & Continuity: Maintain the forward roadmap; ensure knowledge is embedded across the team rather than concentrated in one person.

Why Deliveroo

[Long or short form blurb]

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.