Head EMEA Refund Fraud, Integrity - Fixed Term Contract

Job description

About the Role The head of EMEA Refund Fraud will lead Doordash’s EMEA strategy for preventing and managing refund abuse across our marketplace. You will be accountable for the performance of the Credit and Refund (C&R) Fraud domain: setting the long-term vision, determining where we focus our resources, and building the team, controls and capabilities required to reduce fraud sustainably while protecting the experience of genuine customers. This is a senior leadership role at the intersection of Integrity, Customer Care, Product, Engineering, Analytics and Finance. You will lead a team of experienced fraud and strategy professionals and work with senior leaders across Deliveroo to make complex decisions about fraud risk, customer experience, operational cost and product investment. You will need to be comfortable operating in ambiguity, identifying problems before they become material, and turning complex and sometimes incomplete signals into a clear strategy. Success will come not from personally solving every problem, but from creating the direction, operating mechanisms and team that enable Deliveroo to manage refund fraud effectively at scale. What You’ll Be Doing 1. Setting the C&R Fraud Strategy - Set and own the 1–2 year vision and strategy for C&R Fraud, translating wider Integrity and business priorities into a focused roadmap. - Proactively identify emerging risks, systemic vulnerabilities and opportunities rather than waiting for problems to be assigned. - Determine the highest-value problems for the team to solve and make clear choices about where we should (and should not) invest. - Define how we balance fraud loss, customer experience, operational cost and growth when designing controls. - Build compelling business cases for significant product, policy and operational investments. 2. Owning Performance and Risk - Be accountable for C&R Fraud performance and establish a clear set of outcomes, targets and guardrails. - Develop a comprehensive view of fraud exposure, including fraud cost, abuse rates, loss per order, false positives, customer impact and operational cost. - Partner with Finance and senior leadership to quantify financial exposure and inform risk appetite decisions. - Establish mechanisms to identify material changes in performance, understand their drivers and ensure effective action is taken. - Ensure the organisation can detect and respond quickly to new abuse patterns and emerging threats. 3. Build Scalable Fraud Prevention Capabilities - Own the effectiveness of the overall C&R fraud framework across customer and partner journeys. - Identify systemic control gaps and ensure the right preventative, detective and responsive controls are in place. - Set the direction for product decisioning, eligibility logic, automation, friction, policies and operational interventions. - Ensure rules, models and controls are continually evaluated against both fraud outcomes and customer-experience guardrails. - Create effective feedback loops between frontline investigations, Analytics, Product and Engineering so that new insights translate into better prevention. - Challenge legacy processes and controls, simplifying or retiring them where they no longer provide sufficient value. 4. Lead Cross-Functional Strategy and Investment - Act as the senior C&R Fraud partner to Product, Engineering, Customer Care, Merchant, Finance, Analytics and other Integrity teams. - Translate fraud problems into clear product and business opportunities and influence roadmaps outside your direct reporting line. - Lead complex decisions where fraud prevention, customer experience, commercial performance and operational efficiency are in tension. - Create alignment around priorities, decision rights and accountability without relying on excessive consensus. - Make longer-term trade-offs and ensure resources are concentrated on the initiatives with the greatest expected impact. - Communicate complex risks and recommendations clearly to senior and executive stakeholders. 5. Build and Lead a High-Performing Team - Lead and develop a team of experienced fraud, strategy and operations professionals. - Translate your strategy into clear, measurable outcomes for individual team members. - Empower your team to own significant problems independently while providing effective challenge, coaching and direction. - Establish strong operating mechanisms and rituals for reviewing performance, prioritisation, delivery and emerging risks. - Build capability and succession within the team, identifying development opportunities and future talent needs. - Create an inclusive environment in which different perspectives are actively sought and people are able to challenge assumptions. - Hold yourself and others accountable for delivering ambitious outcomes while maintaining focus and sustainable ways of working. Requirements We are looking for an experienced leader who has previously owned a meaningful fraud, risk, trust & safety, operational or related business domain. You will ideally bring: - Significant experience in fraud, risk strategy, trust & safety, marketplace integrity, strategy & operations or a related domain, typically gained over 10+ years. - Experience leading and developing experienced individual contributors and/or managers. - Demonstrated ownership of a substantial business outcome, risk domain or portfolio rather than solely individual projects. - A track record of defining and executing strategies across a 1–2 year horizon. - Experience identifying complex problems, setting direction and making high-quality decisions where the answer is not immediately clear. - Strong commercial judgement and the ability to evaluate financial impact alongside customer and operational consequences. - Experience influencing senior stakeholders across Product, Engineering, Operations, Analytics and Finance. - Strong analytical judgement and the ability to use data, customer insight and operational evidence to challenge assumptions and make decisions. - Experience translating complex problems into scalable product, policy or operational solutions. - Strong people leadership, with evidence of developing talented individuals and creating teams that operate effectively with increasing autonomy. - Excellent written and verbal communication, including the ability to turn complex analysis into clear executive-level recommendations. Experience with refund abuse, customer claims fraud, payments fraud, marketplace abuse or adjacent fraud domains would be valuable, but deep expertise in refund fraud itself is not essential. We are equally interested in leaders who have demonstrated the ability to quickly understand a complex risk domain and build the strategy and organisation required to improve it. What Success Looks Like - In this role, you will have built a clear and widely understood C&R Fraud strategy, established measurable outcomes and guardrails, and focused the organisation on a number of high-impact priorities. - You will have materially improved our ability to prevent and respond to refund abuse while protecting genuine customers, created a scalable control and monitoring framework, and influenced the product investments required to address systemic vulnerabilities. - You will have built a team capable of owning complex problems independently — creating an organisation that anticipates risk and continuously improves rather than reacting to the fraud we see today. Why Deliveroo Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas. Workplace & Benefits At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information. Diversity At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry. We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.