Deliveroo
Engineering Manager, Agent Experience
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Join Us in Our Mission
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.
About the Position
We’re looking for an Engineering Manager to join our team in London (hybrid).
As the Engineering Manager, you’ll lead and grow a full-stack team building the back-office workspace at the heart of how customer and courier support is delivered across Deliveroo, DoorDash, and Wolt.
Our Agent Experience team supports over 30,000 support agents globally through a cutting-edge in-house chat platform that handles tens of millions of conversations monthly. We’re modernising a fragmented legacy stack by creating a unified system with:
- A real-time inbox
- Multi-channel communications
- Supervisor tooling
- A centralised resolutions toolkit
- An AI layer to automate routine workflows
The platform is end-to-end, spanning frontend to backend, as all three brands migrate onto a single system.
Key Responsibilities
Your day-to-day will include:
- Leading, coaching, and growing a team of ~7–8 engineers (frontend, full-stack, and backend) while fostering their professional development.
- Defining project scope and breaking it into actionable, shippable work.
- Running sprint planning, stand-ups, and retrospectives.
- Tracking progress, removing blockers, and balancing scope vs. timelines.
- Representing the team in standard planning and stakeholder discussions, aligning with product, design, and engineering teams on priorities.
- Ensuring the team maintains high operational excellence, with an emphasis on migrating technical debt, site reliability engineering (SRE), and healthy on-call practices.
- Hiring, recruiting, and nurturing the team, while staying technically engaged in architecture and design discussions.
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Requirements for Success
We’re looking for a candidate with:
- 6+ years of commercial engineering experience, including 2+ years leading a team as a Tech Lead or Engineering Manager.
- A full-stack background with backend expertise (e.g., Go, Python, Node.js) and the ability to contribute to frontend (e.g., React) as needed.
- A T-shaped skillset—deeply technical in some areas while being adaptable across others.
- A strong interest in AI, applying it to productivity and engineering (e.g., leveraging tools like Claude Code for velocity).
- Exemplary communication skills and the ability to excel in an ambiguous, fast-moving environment where priorities evolve frequently.
- A track record of leading complex projects that impact multiple teams.
- Experience in hiring, mentoring, and setting expectations for engineers while fostering a strong team culture.
- A low-ego, collaborative mindset—prioritising collective success over individual recognition and investing in servant leadership.
Nice to Have
- Experience with infrastructure and cloud tooling (e.g., Kubernetes, AWS, Datadog).
- Background in site reliability engineering (SRE), including on-call obligations, SLOs, and alerting.
- Experience building internal tooling, operational platforms, or complex, data-heavy product interfaces.
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Why Work with Us?
At Deliveroo, you’ll solve high-impact challenges that matter in a brick-and-mortar, fast-evolving three-sided marketplace.
What You Can Expect
🔧 Solve meaningful problems at scale: Build systems that affect millions daily in a marketplace that’s always evolving.
🌱 Impact fast & scale incrementally: Ship, test, and iterate quickly in a low-hierarchy environment with a positive culture of ownership.
🧠 Grow through challenge: Take on ambiguous but rewarding problems and advance your career with supportive leadership.
🌎 A culture built for builders: High standards, collaboration, flexible working, and continuous learning.
💰 Reap the rewards: Competitive salary and equity options, making success meaningful.
📖 Want a deeper technical exploration? Check out our Tech Blog.
Diversity, Equity & Inclusion
At Deliveroo, we believe diversity strengthens innovation and belonging drives performance. We’re committed to a workplace that respects and embraces everyone regardless of background, with an accessibility-first hiring process. If you require adjustments during recruitment, let us know—we’re here to support you.
✨ Join us in shaping the future of how we shop and eat!
Learn more about our interview process in the Engineering Interview Guide.
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