Team Leader - Global Escalations

Job Description

As Global Escalations Team Leader, you will lead a high-performing team responsible for managing the most complex, sensitive, and high-risk escalations across Deliveroo’s global operations. You will act as a key decision-maker, escalation owner, and cross-functional partner, ensuring issues are resolved efficiently, consistently, and in line with Deliveroo’s values. You will balance operational excellence with strategic thinking—using data, insight, and stakeholder collaboration to reduce escalation volume, improve customer outcomes, and strengthen global processes.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop a global escalations team, fostering a culture of accountability, empathy, and continuous improvement

• Set clear performance expectations and support professional growth through regular feedback and coaching

• Ensure consistent decision-making and escalation handling across regions and time zones

Escalation Management

• Own and resolve high-severity, high-risk, or high-visibility escalations involving customers, riders, and restaurant partners

• Act as the final point of escalation for complex cases requiring judgement, policy interpretation, or cross-functional input

• Ensure timely, fair, and well-documented resolutions that balance customer experience, safety, and commercial impact

Cross-Functional Collaboration

• Partner closely with Legal, Trust & Safety, Operations, Product, Policy, and Communications teams

• Represent the escalations function in incident response, crisis management, and post-incident reviews

• Influence policy and product changes based on recurring escalation themes

Process, Policy & Continuous Improvement

• Identify trends, root causes, and systemic issues driving escalations

• Drive improvements to policies, tooling, workflows, and training to reduce future escalations

• Maintain and evolve global escalation frameworks and severity models

Data & Reporting

• Track and report on key escalation metrics, including resolution time, outcomes, and risk indicators

• Use data and qualitative insights to inform leadership decisions and strategic priorities

What We’re Looking For

Experience

• Proven experience leading escalation, risk, trust & safety, or customer operations teams in a global environment

• Strong background handling complex, sensitive, or high-risk cases

• Experience working cross-functionally with senior stakeholders

Skills & Attributes

• Excellent judgement and decision-making under pressure

• Strong leadership, coaching, and people-management skills

• Exceptional communication skills, with the ability to handle sensitive conversations professionally and empathetically

• Analytical mindset with experience using data to drive improvement

• Comfortable operating in ambiguity and fast-paced environments

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.