Rider Compliance Team Leader

About the role

In this pivotal position, you will be at the forefront of enhancing rider support, directly influencing rider satisfaction and retention. As the Rider Compliance Team Leader, your primary responsibility will be to guide a dedicated team focused on ensuring that riders adhere to compliance standards while promoting their well-being on the road. Your leadership will be instrumental in establishing and maintaining high operational standards for the Rider Compliance team.

Key facts

What you'll do

• Lead and coach a team of at least five compliance representatives, overseeing daily operations, verification processes, and the management of task queues to ensure efficiency and effectiveness.
• Spearhead global compliance initiatives from the headquarters, working closely with various teams to create and implement operational procedures that align with regulatory requirements and right-to-work policies.
• Enhance operational efficiency by automating manual compliance tasks, collaborating with product development teams to identify and implement innovative solutions.
• Analyze performance data using Looker and Google Sheets to track team metrics, pinpoint operational challenges, and guide strategic decision-making.
• Manage relationships with both external and internal delivery partners, including BPO providers, to ensure accurate processing of compliance-related tasks and effective escalation of issues.
• Develop and implement training programs for team members to ensure they are well-versed in compliance standards and best practices.
• Conduct regular performance reviews and provide constructive feedback to team members, fostering a culture of continuous improvement and collaboration.
• Collaborate with cross-functional teams to identify areas for process improvement and contribute to the development of new compliance strategies.

Requirements

• Proven experience in a compliance-focused role or within a highly regulated industry, such as fintech, insurance, or startup environments, demonstrating a solid grasp of compliance workflows.
• Strong analytical capabilities, with expertise in Google Sheets (including v-lookups and formulas) and data analysis tools like Looker to derive actionable insights from complex data sets.
• Exceptional communication skills, with the ability to manage stakeholder relationships across diverse international markets and lead cross-functional projects with minimal supervision.
• A proactive mindset towards problem-solving, with the confidence to challenge existing processes and advocate for automation where beneficial.
• Experience or a strong desire to manage personnel, including supporting team growth, establishing performance objectives, and nurturing a collaborative team environment.
• A strong understanding of compliance regulations and the ability to stay updated on industry changes that may impact operations.

Nice to have

• Familiarity with customer relationship management (CRM) and customer support platforms such as Zendesk or Salesforce, which can enhance team efficiency and communication.
• Experience in project management methodologies that can help streamline compliance processes and improve team performance.
• Knowledge of data privacy regulations and best practices, which can inform compliance strategies and operational procedures.

Skills & tools

• Proficient in Looker for data analysis and reporting.
• Advanced skills in Google Sheets for data manipulation and analysis.
• Familiarity with CRM tools like Zendesk and Salesforce for managing customer interactions and support processes.

Practical notes

This position offers a hybrid working arrangement, allowing for a blend of remote and in-office work. Deliveroo is part of DoorDash, providing opportunities for collaboration with teams across DoorDash and Wolt. The interview process typically consists of three to four stages, ensuring a thorough evaluation of candidates. Deliveroo is dedicated to fostering a diverse, equitable, and inclusive workplace, welcoming applicants from all backgrounds. The company is committed to providing reasonable accommodations during the recruitment process for individuals with disabilities or long-term health conditions.

In this role, you will not only lead a team but also play a crucial part in shaping the compliance landscape within Deliveroo, ensuring that riders are supported and compliant with industry standards. If you are passionate about compliance and team leadership, this position offers a unique opportunity to make a significant impact.