People Operations Process Transformation Lead

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our People team are the architects of a great workplace where brilliant minds come together to do their best work. From discovering diverse talent and nurturing future leaders, to creating spaces that spark collaboration and crafting rewards that celebrate success - we're passionate about building a culture where everyone can thrive.

We’re looking for a People Operations Process Transformation Lead to join our London UK EMEA team. This is a hybrid role. In this role, you’ll help us establish the operational foundation for HR across three global brands, streamlining workflows and preparing core processes for cutting-edge agentic AI.

Get to know our People team — what drives us, how we work, and what you can expect.

What You’ll Be Doing

You’ll be joining the People Services & Enablement team. We run HR operations across DoorDash, Wolt, and Deliveroo, focusing on delivering one unified service catalogue, one front door, and a simplified operating model. You will turn fragmented processes into scalable, AI-ready operations that return real capacity to the business.

Here’s what your day-to-day might look like:

• Establish a unified catalogue and SOP library: Create a single, cross-brand catalogue of all People Services activities with named owners, version control, and clear process mapping across Workday, Jira, and local tools.
• Eliminate process waste and standardise: Identify and cut redundant handoffs, rework, and unnecessary approvals before documenting standard operating procedures, ensuring we simplify before we automate.
• Size, prioritise, and track capacity: Implement a consistent T-shirt sizing framework (effort, complexity, risk) across all tasks to prioritise the operational backlog, plan team capacity, and measure FTE hours returned.
• Lead the agile methodology for agentic AI: Define intake, sprint frameworks, and definition-of-done standards to prepare SOPs and decision rules for AI agents, partnering with People Tech to launch priority automations.
• Optimise case management workflows: Design structured Jira workflows, auto-routing rules, and an AI case assistant to ensure seamless single-front-door intake, higher first-contact resolution, and strict SLA adherence.
• Drive cross-functional transformation: Partner closely with People Tech, Knowledge & Content, Payroll, and Centres of Excellence to seamlessly transition work into centralised services and measure tangible efficiency gains.

What You’ll Need to Thrive

Essential:

• Significant experience in process improvement, operational excellence, or HR shared services transformation, ideally within a complex, multi-country organisation.
• Demonstrated ability to catalogue, size, and simplify end-to-end processes, eliminating waste to deliver measurable gains in hours or cost.
• Strong practical understanding of agile methodologies (e.g. kanban, sprint cycles, backlog management) applied to operational or tech-enabled teams.
• Hands-on experience designing or governing AI-enabled and agentic workflows, including setting quality benchmarks and identifying critical human-in-the-loop checkpoints.
• Proven ability to design ticketing and case management workflows (ideally in Jira) and influence cross-functional stakeholders across HR, technology, and compliance without direct authority.

Nice to have:

• Hands-on experience configuring Jira Service Management or Workday.
• Formal training or practical application in Lean, Six Sigma, or continuous improvement methodologies.
• Experience writing prompt evaluations, structured decision trees, or knowledge architectures for LLM-powered tools.
• Exposure to EMEA employment compliance, payroll handoffs, and operational change management.

Why Join Us?

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving.

We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

• 🔧 Make a visible impact every day
• Your work directly improves experiences for customers, partners and riders.
• 🌱 Learn fast in an entrepreneurial environment
• Work close to the market with autonomy, pace and real responsibility.
• 🧠 Build a career, not just a role
• Stretch yourself, develop new skills and grow as the business evolves.
• 🌎 Deliver together in an inclusive culture
• Collaborative, values-driven teams that support how you work best.

We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Find more about how we hire here.

Our Global Structure

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.