Rider Onboarding Associate

About the role

Deliveroo is currently seeking a dedicated professional to fill a specific role within the Rider Operations team, focusing exclusively on the integration of new delivery partners through direct engagement. This position is a 6-month fixed-term contract designed to manage the in-person onboarding experience and uphold service excellence for every new rider joining the network. The hired individual will own the complete journey of face-to-face orientation, ensuring that each candidate receives a high-touch introduction to the company standards and expectations. Success in this role will be defined by the ability to manage the end-to-end welcoming process while acting as the primary company representative during all candidate interactions. The position requires ownership of validation procedures for documentation and personal data, ensuring all rider registration requirements are met accurately and efficiently. Field-based duties will form a core part of the position, requiring the associate to operate across various Rider Onboarding Hubs and support the strategic expansion of the rider fleet in high-demand regions. Furthermore, the hire will be responsible for reporting operational challenges and candidate feedback to the Senior Rider Onboarding Associate to facilitate continuous improvement.

Key facts

What you'll do

• Orchestrate and execute face-to-face orientation sessions for new delivery partners, translating company policies into practical guidance.
• Administer the end-to-end welcoming process, guiding candidates through every necessary step from registration to activation.
• Conduct thorough validation of documentation and personal data to ensure compliance with rider registration protocols.
• Serve as the official company representative, embodying Deliveroo's values and standards in every interaction with potential riders.
• Perform field-based duties across multiple Rider Onboarding Hubs, requiring adaptability to different environments and regional specifics.
• Drive the expansion of the rider fleet in high-demand regions by ensuring a seamless and efficient onboarding experience.
• Capture and communicate operational challenges and candidate feedback to the Senior Rider Onboarding Associate for strategic review.
• Analyze onboarding workflows and contribute refinements based on direct field observations and evolving best practices.
• Establish strong coordination with Support, Supply, and Operations departments to align on priorities and resolve issues promptly.
• Provide dedicated support to the Senior Rider Onboarding Associate by taking ownership of specific projects focused on operational improvements.
• Monitor onboarding metrics and ensure that all interactions meet the high standards of quality and professionalism expected by the company.
• Act as a point of contact for riders during their initial integration phase, addressing concerns and clarifying procedures as needed.
• Maintain detailed records of each onboarding session to track progress and identify areas for enhancement in the overall process.
• Promote a positive image of Deliveroo by ensuring that every candidate feels welcomed, informed, and respected throughout their journey.

Requirements

• Bring prior experience in customer service, recruitment, operations, or event management to the role, demonstrating a practical understanding of professional interactions.
• Exhibit a proven ability to build rapport and establish trust with diverse groups of people, creating an inclusive and respectful environment.
• Show strong organizational skills and attention to detail to manage multiple tasks and ensure accuracy in all documentation.
• Demonstrate the capacity to work independently while remaining a collaborative team member, balancing self-direction with teamwork.
• Display flexibility to adapt to a fast-paced work environment, managing shifting priorities and demands effectively.
• Hold a valid driver license (Permis B), which is a mandatory requirement for performing field-based duties and travel.
• Maintain availability for frequent travel throughout France, as the role requires visiting multiple locations to conduct onboarding.
• Possess fluency in French, which is mandatory for clear communication with candidates and stakeholders during all interactions.

Nice to have

• Show proficiency in English, Arabic, or Hindi/Urdu to potentially broaden the scope of candidate interactions and support.
• Demonstrate familiarity with Looker to assist in data analysis and the monitoring of onboarding performance metrics.

Skills & tools

• Leverage Google Workspace for daily communication, documentation, and task management.
• Utilize Slack as a primary channel for real-time collaboration and information sharing with the team.
• Engage with Salesforce to manage candidate information and track the progression of onboarding activities effectively.

Practical notes

This role is primarily field-based and requires frequent travel across France, making mobility and a valid vehicle essential for success. The position is open to candidates who are authorized to work in France without the need for additional sponsorship, ensuring a smooth integration into the team. Deliveroo France maintains a score of 98 out of 100 on the 2024 Gender Equality Index, highlighting the company's commitment to diversity and inclusion, and encouraging applications from individuals with disabilities. The engagement is structured as a full-time commitment over a fixed duration of six months, providing a focused period of contribution to the rider operations function. Candidates should be prepared for a dynamic schedule that may involve early mornings, late evenings, or weekends depending on peak operational needs in various regions. All communication regarding the selection process will be conducted in French, reinforcing the critical nature of language proficiency for this position. Successful applicants will undergo standard onboarding procedures, including background checks and training sessions, to ensure they are fully equipped to represent Deliveroo professionally. The role offers a unique opportunity to gain hands-on experience in logistics and operations within a fast-growing, tech-driven environment.