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