Engineering Manager, Agent Experience

ENGINEERING MANAGER, AGENT EXPERIENCE

Join us in our mission to transform the way people shop and eat, where impact, innovation and growth drive everything we do. Our Engineering teams tackle complex technical challenges across a global, three-sided marketplace, building and scaling systems that serve millions of customers, riders and partners every day.

From real-time logistics to resilient infrastructure and marketplace optimisation, we design, build and operate technology that powers Deliveroo’s growth at scale.

We’re looking for an Engineering Manager to join our team in London (hybrid). In this role, you’ll lead and grow a full-stack team, building the back-office workspace at the centre of how customer and courier support is delivered across Deliveroo, DoorDash and Wolt.

Get to know our Engineering team https://careers.deliveroo.co.uk/software-engineering-at-deliveroo/ - what drives us, how we work, and what you can expect.

What You’ll Be Doing

You’ll be joining the Agent Experience team, which sits at the centre of unifying support across Deliveroo, DoorDash and Wolt. The team builds the back-office workspace used by over 30,000 support agents globally, running on an in-house chat platform that handles tens of millions of conversations a month. It’s replacing a fragmented stack of legacy tools with a single, modern platform - a real-time inbox, multi-channel communications, supervisor tooling, a centralised resolutions toolkit, and an AI layer that automates routine work - owned end-to-end, from frontend to backend, as all three brands are migrated onto one system. The work is high-scale, real-time and business-critical: every second saved for an agent and every screen simplified makes a real difference to the customers and couriers waiting for help.

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

• Lead, coach and grow a team of ~7–8 frontend, full-stack and backend engineers, and develop their careers.

• Scope and break down projects into actionable, shippable work.

• Run the team’s rituals - sprint planning, stand-ups and retros.

• Track progress, remove blockers, and manage scope and timeline trade-offs.

• Represent the team in planning and stakeholder discussions, and align with product, design and other engineering teams on priorities.

• Ensure the team maintains high operational excellence - managed technical debt, SRE and healthy on-call.

• Hire and grow the team, and stay technically engaged through architecture and design discussions.

WHAT YOU’LL NEED TO THRIVE

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• 6+ years of commercial engineering experience, including 2+ years leading a team as a Tech Lead or Engineering Manager.

• A full-stack background with primary depth in backend development (e.g. Go, Python or Node.js), and willingness to contribute to the frontend (e.g. React) when the team needs it.

• A T-shaped profile - broad across technologies rather than specialised in a single one.

• A heavy adopter of AI, both for productivity and for engineering (e.g. using Claude Code to increase the team’s delivery velocity).

• Strong communication skills, and comfort operating in an ambiguous, dynamic environment where operational priorities shift.

• A track record of running complex projects that span and affect multiple engineering teams.

• Experience hiring, recruiting and mentoring engineers, and setting clear expectations and a strong team culture.

• Low ego and a strong sense of ownership - team-first, able to balance servant leadership with making the tough calls.

NICE TO HAVE

• Experience with infrastructure and cloud tooling (e.g. Kubernetes, AWS, Datadog).

• An SRE background - on-call experience, SLOs and alerts management.

• Experience building internal tooling, operational platforms or other complex, data-dense product UIs.

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:

🔧 Solve meaningful problems at real scale Work on a complex, always-on marketplace that impacts millions every day.

🌱See your impact, fast Ship, test and improve ideas quickly in a low-hierarchy, high-ownership environment.

🧠Grow through challenge and ownership Take on big, ambiguous problems and accelerate your career with strong support.

🌎A culture built for builders High standards, collaboration, flexible working and continuous learning.

💰 Share in the success you help create

Competitive salary and equity options, so you’re rewarded for the impact you make.

➡️ Want a deeper look at how we build? Check out our Tech Blog https://deliveroo.engineering.

We aim to create a fair process that lets your skills shine—our interview typically includes 3-4 stages. Explore our Engineering Interview Guide here https://careers.deliveroo.co.uk/interview-guide-for-engineers/ to help you feel confident at each stage.

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.

Diversity, Equity and Inclusion

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

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