S&O Manager - Rider Fraud

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. About the role • Hybrid (3 days per week in the London office required) • Individual contributor role A key part of the role is turning insight into action. You will translate analysis into clear, proportionate policies and operational responses that protect platform integrity and customer outcomes, while remaining practical to implement and appropriate for the markets in which we operate. You will work closely with Legal, Public Policy, Product, Data Science and Operations to navigate complex legal and regulatory considerations and ensure our approach is effective, fair and robust. Core responsibilities • Lead a programme of work to identify, assess and prioritise courier/rider fraud and abuse risks across Wolt and Deliveroo. • Translate identified risks into proportionate policy, process and operational responses, balancing risk reduction with customer outcomes, courier/rider experience and business practicality. • Lead the implementation, monitoring and ongoing refinement of fraud and abuse policies, with clear measures of effectiveness and residual risk. • Ensure policy approaches are developed with appropriate consideration of legal, regulatory, compliance and reputational implications. What you’ll be doing • Build a deep understanding of our courier/rider operating models, incentive structures and end-to-end journeys to identify where fraud or abuse risk may arise, using data, operational knowledge and structured, hypothesis-led analysis. • Develop analytical approaches and key metrics to identify patterns, quantify impact, assess detection signals and measure the effectiveness of policy interventions over time. • Define new policies, or revise existing ones, in response to identified risks that may negatively affect customers, couriers/riders, the platform or the wider business. • Conduct impact and risk assessments, framing clear options and recommendations that consider effectiveness, operational feasibility, cost, legal and regulatory requirements, and potential unintended consequences. • Partner closely with Legal, Public Policy, Product, Data Science, Trust and Operations teams to shape business requirements, implement agreed responses and resolve complex trade-offs. • Establish effective ways of working across Wolt and Deliveroo so that emerging trends, priority risks and lessons from policy performance are identified early and shared with relevant stakeholders. • Lead cross-functional delivery from problem identification through to implementation, reporting and post-launch monitoring, adapting the approach as new evidence emerges. What we’re looking for • 6+ years’ experience in fraud, risk, compliance, policy, operations, consulting or a related field. • Strong analytical and problem-solving skills, with the ability to combine data, operational context and judgement to identify root causes and prioritise action. • Experience translating complex or ambiguous risk issues into practical policies, recommendations and implementation plans. • Experience navigating complex legal and regulatory landscapes and working constructively with Legal and Public Policy stakeholders. • Excellent communication and stakeholder-management skills, including the ability to influence senior and cross-functional stakeholders and challenge constructively when needed. • Strong project-management skills, with the ability to manage multiple workstreams, prioritise effectively and drive delivery in a fast-paced environment. • Comfortable using AI-enabled tools appropriately to support analysis, hypothesis generation and problem solving. Why Deliveroo 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. Diversity, Equity and Inclusion At Deliveroo, we know that a great workplace refle