Head of Rider Services - Deliveroo France

HEAD OF RIDER SERVICES

We are looking for a Head of Rider Services to lead the management of the contractual relationship with rider partners in France. You will own the full lifecycle of this relationship from onboarding and compliance to service quality, fraud prevention, incident management, and rider support. You will ensure Deliveroo operates with flawless compliance, a strong partnership with riders, and excellent services through the platform. This role requires close collaboration with Legal, Public Affairs, Care (support live), and central Rider Services teams as well as other markets to safeguard both our ability to operate and our reputation.

Beyond day-to-day execution, this role is responsible for shaping the rider services strategy in France, defining long-term priorities, scalable operating models, and success metrics in close partnership with France leadership and central teams.

WHAT YOU’LL BE DOING

You will be leading a dynamic team with cross-functional exposure and will report to the Head of Operations in France. Key responsibilities include:

- Contractual relationship & compliance: Guarantee that all riders are legally eligible to work using the Deliveroo app, manage regulatory reporting obligations, and ensure compliance processes are executed with rigor.

- Onboarding & fraud prevention: Oversee onboarding of new riders, ensuring processes are fast, scalable, fraud-resistant, and efficient for both riders and teams.

- Service quality & lifecycle management: Monitor quality obligations, manage contractual processes fairly and consistently, and ensure alignment with social dialogue commitments.

- Incident management: Track and investigate significant rider-related incidents, assess risks, and take corrective actions.

- Rider support & Care alignment: Oversee rider support content and frameworks, ensuring accuracy, compliance, and alignment with Deliveroo’s business. Act as the key point of contact for Care policies, ensuring rule...