Senior Rider Onboarding Associate

About the role

Deliveroo is seeking an experienced professional to oversee the recruitment and integration of delivery partners across the French market. In this capacity, you will act as the primary point of contact for new riders, guaranteeing a high-quality welcome experience while ensuring fleet capacity aligns precisely with fluctuating demand. The position requires a blend of operational rigor and interpersonal finesse, as you will manage onboarding logistics from dedicated hubs and remote sites nationwide. You will play a critical part in maintaining the supply side of the marketplace, directly influencing rider retention and operational efficiency during peak periods. This role offers a unique opportunity to shape the frontline experience of the workforce powering Deliveroo's logistics network in France.

Key facts

What you'll do

• Design and lead comprehensive in-person onboarding sessions for newly recruited delivery partners, ensuring full comprehension of operational protocols, safety standards, and application functionality.
• Operate primarily from designated Rider Onboarding Hubs while traveling extensively to satellite locations and temporary sites across France to support localized recruitment drives and operational surges.
• Monitor and manage fleet capacity in real-time, proactively adjusting onboarding throughput to match anticipated demand spikes, promotional campaigns, and seasonal peaks.
• Continuously audit existing onboarding workflows and physical hub layouts, proposing and executing data-driven improvements to reduce friction, accelerate time-to-first-order, and enhance partner satisfaction scores.
• Serve as the internal subject matter expert on rider integration processes, maintaining up-to-date documentation and training materials for the wider operations team.
• Partner closely with Rider Support, Product, Supply Planning, and Engagement teams to relay field intelligence, troubleshoot technical bottlenecks in the onboarding app, and co-develop tools that streamline the partner journey.
• Coordinate logistics for mobile onboarding units, including equipment transport, venue setup, and compliance with local municipal regulations for pop-up sites.
• Conduct quality assurance checks on partner documentation (contracts, insurance, identity verification) to ensure 100% regulatory compliance before fleet activation.
• Analyze onboarding funnel metrics - drop-off rates, document rejection reasons, time-to-active - to identify systemic issues and present actionable recommendations to leadership.
• Facilitate "Train the Trainer" sessions for junior onboarding staff or external agency partners to standardize delivery quality across all touchpoints.
• Manage relationships with third-party vendors providing background checks, equipment provisioning, or venue services, ensuring SLA adherence.
• Represent the Rider Operations team at cross-functional planning meetings, advocating for rider-centric policy adjustments based on direct frontline feedback.

Requirements

• Demonstrated professional experience (minimum 2-3 years) in a high-velocity environment such as a hyper-growth startup, marketplace platform, logistics operator, or last-mile delivery company.
• Proven ability to operate autonomously with minimal supervision, managing competing priorities and rapidly shifting operational directives in ambiguous situations.
• Exceptional interpersonal and communication skills, with the confidence to address large groups during onboarding sessions and de-escalate individual partner concerns diplomatically.
• Possession of a valid French "Permis B" driving license held for at least two years, with a clean record and comfort driving long distances on short notice.
• Access to a personal vehicle is strongly preferred to reach onboarding sites in peri-urban or rural areas where public transport infrastructure is insufficient for early/late shift requirements.
• Full professional fluency in French (written and spoken); legal right to work in France without sponsorship.
• Availability for a 6-month fixed-term contract (CDD) with potential for extension or conversion based on performance and business needs.
• Physical stamina to stand for extended periods during onboarding events and handle onboarding kits or equipment weighing up to 15kg.
• High level of organization and attention to detail, ensuring zero tolerance for documentation errors that could expose the company to legal risk.
• Proficiency with standard productivity suites (Google Workspace, Microsoft Office) and rapid adaptability to proprietary internal tools.

Nice to have

• Professional working proficiency in English, enabling collaboration with international product and operations teams based in London or other hubs.
• Fluency in Arabic or Hindi/Urdu to communicate effectively with diverse rider communities and reduce reliance on translation services during onboarding.
• Prior experience using CRM platforms (specifically Salesforce) for lead management, pipeline tracking, or case resolution.
• Background in training, facilitation, or adult education, with formal certifications (e.g., CNFPT, BPJEPS) considered a plus.
• Familiarity with French labor law specifics regarding "auto-entrepreneur" status, social security obligations for platform workers, and GDPR compliance in HR processes.
• Experience managing logistics for events, pop-up activations, or field marketing campaigns requiring multi-city coordination.

Skills & tools

• Google Workspace (Docs, Sheets, Slides, Forms, Drive)
• Slack (advanced usage: workflows, huddles, channel management)
• Salesforce (Service Cloud / Field Service Lightning preferred)
• Microsoft Excel / Google Sheets (Pivot tables, VLOOKUP, basic scripting)
• Internal Rider Onboarding Platform (proprietary)
• Project management methodologies (Kanban, basic Agile ceremonies)

Practical notes

• This position is structured as a 6-month Fixed-Term Contract (CDD) based at the Paris Main Office, with extensive travel requirements covering the entire French territory.
• Deliveroo France achieved a score of 98/100 on the 2024 Gender Equality Index (Index de l'égalité professionnelle), reflecting strong commitment to pay equity and promotion parity.
• The recruitment process is fully inclusive and compliant with Article L5212-13 of the French Labor Code; applications from candidates with disabilities are actively encouraged and accommodations will be provided throughout the selection process.
• Frequent travel implies overnight stays; per diem and travel expenses are covered per company policy.
• Work schedule includes irregular hours: early morning starts (6:00-7:00 AM) for market openings and late finishes for evening peak onboarding sessions, including occasional weekends during high-demand periods.
• The role reports into the Rider Operations management structure with dotted-line collaboration across Supply, Product, and Support functions.
• Onboarding hubs are located in major metropolitan areas (Paris, Lyon, Marseille, Bordeaux, Lille, Toulouse, Nantes, Strasbourg), but travel to Tier 2/3 cities is standard.
• Successful completion of the CDD may lead to discussions regarding permanent (CDI) opportunities within the broader Operations organization, subject to headcount availability and performance review.