Head of Rider Experience, Middle East

Job Overview

Deliveroo is seeking a Head of Rider Experience for the Middle East region, based in Dubai, United Arab Emirates. This leadership role is crucial for defining and executing the strategy to enhance the overall experience of Deliveroo’s vast network of riders, ensuring satisfaction and efficiency across multiple markets.

Company Overview

Deliveroo is an award-winning global food delivery service, founded in 2013 by William Shu and Greg Orlowski. Headquartered in London with offices worldwide, Deliveroo partners with approximately 176,000 restaurants and grocery partners and around 150,000 riders. The company operates across 9 markets, including Belgium, France, Italy, Ireland, Qatar, Singapore, United Arab Emirates, Kuwait, and the United Kingdom, committed to providing the best food delivery experience globally.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: None / Open to all applicants
• Experience: 10 Year+

Key Responsibilities

• Define and execute the comprehensive strategy for rider experience across the Middle East region.
• Lead initiatives to significantly improve rider satisfaction, retention, and operational efficiency.
• Collaborate effectively with cross-functional teams, including product, operations, and support, to implement rider-centric policies and features.
• Utilize data and rider feedback to identify key pain points and opportunities for improvement in the rider journey.
• Manage, mentor, and develop a high-performing team focused on rider support and engagement.
• Ensure compliance with local regulations and Deliveroo’s global operational and service standards.

Requirements

• Proven senior leadership experience, preferably within operations, logistics, or customer/rider experience roles.
• Strong understanding of the gig economy and the unique challenges of last-mile delivery in the Middle East.
• Exceptional analytical, problem-solving, and strategic thinking skills with a data-driven approach.
• Excellent communication, interpersonal, and stakeholder management abilities across diverse cultures.
• Demonstrated ability to thrive and lead in a fast-paced, dynamic, and rapidly evolving environment.
• Bachelor’s degree in Business, Management, or a related field; a Master’s degree is a plus.

Benefits

• Opportunity to play a pivotal role in shaping the future of delivery services in a key growth region.
• Work with a dynamic, innovative, and market-leading global technology company.
• Receive a competitive salary package and performance-based incentives.
• Access to extensive professional development and career growth opportunities within Deliveroo’s global network.
• Join a collaborative and supportive international team environment.
• Make a significant impact on millions of customers and thousands of riders daily.