Team Lead – Rider Onboarding & Compliance

The initial focus of the team is right to work and identity document verification, and identity policy reviews across the applicant onboarding and active rider compliance lifecycles. The scope of the role is intentionally broad: as the function matures, your team's remit is expected to grow into adjacent verification, compliance monitoring, and lifecycle review activity, and you should be comfortable absorbing new check types, new markets, and new processes as they are introduced.

WHAT YOU’LL BE DOING

You’ll be joining the Rider Onboarding & Compliance team, working at the forefront of complex and high-impact cases. Here’s what your day-to-day might look like:

• Lead, coach, and manage a team of Compliance Check Representatives, conducting 1-on-1s, driving performance, and training new joiners as policies and check types evolve.
• Oversee daily queue management, task allocation, rotas, and capacity planning across UK and European time zones to consistently meet service level agreements.
• Own the end-to-end quality assurance cycle by sampling completed checks, scoring output against quality frameworks, and delivering targeted coaching to address root-cause errors.
• Act as an escalation point for ambiguous identity, right-to-work, and document verification edge cases, applying sound operational judgment and routing risks appropriately.
• Identify operational risks, document inconsistencies, and workflow bottlenecks, continuously updating SOPs and proposing process improvements.
• Support the operational rollout of new compliance check types, tooling enhancements, and market launches through piloting, drafting guidance, and upskilling the team.
• Partner with Rider Operations, Product, Legal, and Trust & Safety to resolve systemic issues and feed operational insights directly into policy and product updates.

OUR HUMBLE EXPECTATIONS

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Proven experience leading, supervising, or coaching a team within an operational, shared services, BPO, or compliance environment (or clear evidence of readiness to step into people leadership).
• Exceptional attention to detail and a genuine quality mindset, holding self and team members accountable to strict procedural and accuracy standards.
• Strong analytical ability to track volume metrics, review spreadsheet performance data, identify trends or anomalies, and turn data into actionable recommendations.
• Sound judgment under ambiguity, with the discipline to consistently follow structured policy while effectively reasoning through complex edge cases.
• Excellent written and verbal English communication skills, with the confidence to present team performance, risks, and operational insights to senior stakeholders.
• Resilience and adaptability to thrive in a fast-paced environment where checking priorities, market scopes, and processes continuously evolve.
• Uncompromising discretion and integrity when handling sensitive personal data, identity documentation, and regulatory compliance checks.

WHAT’S IN IT FOR YOU

At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact. 🔧 Make a visible impact every day Your work directly improves outcomes for customers, riders and restaurant partners. 🌱 Grow through ownership Take responsibility for complex cases and help shape improvements to how we operate. 🧠 Develop deep operational expertise Work across teams and markets to build strong regulatory and service knowledge. 🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best.

We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages.

Diversity, Equity and Inclusion

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring — learn more about DASH Brands' legitimate recruiting process at careersatdoordash.com/recruitment-scam-awareness.