Senior Manager, Rider Onboarding and Compliance

About the Opportunity

We are representing a confidential food delivery technology client who is seeking a Senior Manager to lead their Rider Onboarding and Compliance function. This is a critical operational leadership role based in Manchester, responsible for ensuring new riders are onboarded efficiently and safely while maintaining compliance standards across a global marketplace.

You'll oversee a distributed team structure including 3 Team Leads, 30+ in-house representatives across UK offices, a 30+ person team based in India, and multiple outsource vendor partners. This role sits at the intersection of operations, compliance, and rider experience, with direct accountability for marketplace capacity and regulatory adherence.

Responsibilities

• Own and execute the global rider onboarding and compliance strategy to deliver the right capacity in the right locations with fully compliant riders
• Lead, coach, and scale multi-layered operational teams across the UK, India, and external BPO vendor partners
• Drive large-scale strategic initiatives including onboarding pipeline standardisation and compliance process redesigns
• Manage vendor performance, productivity metrics, and capacity planning models to optimise resourcing across global volume shifts
• Act as the primary rider advocate across the business, resolving complex escalations and driving operational excellence through automation and tooling improvements
• Partner closely with Legal, Policy, and Data Science teams to navigate regulatory requirements while maintaining speed and rider experience
• Report directly to the Head of Rider Services on core marketplace operational metrics

What We're Looking For

• Significant experience leading multi-layered, multi-site teams in fast-paced operational environments such as onboarding, trust and safety, compliance, or customer support operations
• Hands-on capability managing external outsource vendor partners with accountability for quality and compliance standards
• Strong commercial and analytical skills with demonstrated ability to build forecasting models and optimise headcount across internal and offshore resources
• Proven ability to partner with Legal, Policy, and Data Science teams on complex regulatory, risk, and fraud requirements
• Track record of implementing process changes, automation, and tooling that lift efficiency across distributed teams
• Strong bias to action with excellent change management and execution capabilities
• Experience working in marketplace, gig economy, or platform environments is highly valued

How We Work With You

When you apply through Get A Job.ai, our talent team will review your qualifications and conduct an initial screening conversation. If there's a strong match, we'll submit your profile to our client for consideration. The client's interview process typically includes 3-4 stages. Please do not contact the client directly—all communication and coordination will be managed through Get A Job.ai to ensure the best candidate experience.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to fostering an inclusive recruitment process. We welcome candidates from all backgrounds and will accommodate any reasonable adjustments needed during the application process.