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Support and Engagement Manager Job at Deliveroo Dubai United Arab Emirates

 As Support and Engagement Manager, you’ll have full ownership over a team in the Operations department, working on the support and engagement of the full fleet or riders in the UAE. This includes setting our strategy on how best to utilise the insight that we get from riders, to solve the most critical operational issues and to keep riders happy.

The Support side of the role is responsible for ensuring our fleet maximises their productivity. This is through running rider training, designing & implementing rider performance policies, providing direct phone support to our riders, and ensuring we’re on the roads with our rider supervisors and kit champions to speak with riders face to face. Rider Support is a key channel for Deliveroo to understand what riders really think of the company and ensure there is a feedback loop into the business.

The Engagement side of the role is responsible for improving rider sentiment through both online and offline rider engagement activities through quantitative and qualitative analyses. The team also manages partnerships with third parties and assess general fleet sentiment to ensure we’re providing the best possible rider proposition.

You’ll also need to have experience managing a team, and always put development, progression and performance at the front of your mind.

What you’ll be doing

  • Manage the team and set strategic direction, not just in the near term but to create a lasting positive effect on riders
  • Monitor rider sentiment and operational metrics across UAE, report and devise a strategy for engagement
  • Set direction on rider policies to improve operational performance
  • Continuously identify opportunities for improvement - whether through designing better processes or better allocation of tasks
  • Leverage strong numerical, problem solving, and analytical skills to identify any issues, and solving them
  • Demonstrate critical thinking across different and ambiguous scenarios and the ability to suggest tactical recommendations swiftly
  • Provide effective and tailored communication to influence external and internal stakeholders
  • Develop the team through investment in their growth and on-the-job training


  • Minimum 4 years of work experience in a fast-paced environment (e.g. consulting, banking, tech or start-up companies)
  • Bachelor degree from a reputable university
  • Analytical skill set demonstrated by an advanced proficiency in Google Sheets or Excel
  • Strong written and verbal communication skills across a varied set of stakeholders from a rider to the Managing Director
  • Track record of ‘getting things done’ - know when you have enough insight to make a call and apply the 80 / 20 rule for rapid high-quality decisions
  • Management experience (highly desirable but not required) - ability to manage direct report(s) effectively and create a strong team culture.
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