Senior Program Manager – Customer Experience

Lead complex programs to improve customer experience and operational excellence.

• •Deliveroo is seeking an experienced Senior Program Manager for a 12-month fixed-term contract to lead complex programs that enhance customer experience across their global support ecosystem.
• •This role is crucial for improving service quality, reducing costs, and scaling operational excellence.
• •Key Responsibilities Lead the end-to-end delivery of high-impact initiatives across Support and Trust.
• •Establish clear governance structures for status tracking, risk management, and executive reporting.
• •Build relationships with senior stakeholders across Product, Markets, Tech, Data Science, Strategy, and Operations.
• •Monitor progress and impact on success metrics, communicating results to senior leadership.
• •Champion program management best practices and implement effective frameworks.
• •Requirements Proven experience delivering complex, cross-functional programs with measurable business impact.
• •Ability to translate strategy into actionable roadmaps and manage interdependencies.
• •Skilled in leading large-scale change and influencing adoption of new processes.