Design and evolve consumer policies to meet company objectives and support new initiatives, ensuring compliance across all global markets.
Identify strategic opportunities to improve CX and compensation design by collaborating with Product, Tech, Commercial, and Care Operations.
Analyse and report on trends in compensation and refund costs to pinpoint drivers of poor customer outcomes or fraud loopholes.
Partner with Trust teams to identify, analyse, and tackle new vectors of abusive and fraudulent behaviours across the platform.
Lead project management and governance for new policy roll-outs, ensuring effective stakeholder communication and rigorous impact tracking.

Significant experience in fraud, compliance, operations, finance, or consulting within a high-growth marketplace model.
Strategic problem-solving mindset with a proven ability to use data to drive prioritisation and identify financial growth opportunities.
Advanced analytical skills, including deep experience with large data sets (Google Sheets/Excel) and ideally SQL or Looker.
Proven ability to build relationships and influence stakeholders across organisational boundaries, diverse markets, and different languages.
Excellent project management skills, with a track record of managing multiple complex work-streams simultaneously in a fast-paced environment.

Make a visible impact every day
Your work directly improves outcomes and policy fairness for customers, riders, and restaurant partners.
Grow through ownership
Take responsibility for complex strategic cases and help shape the future of how we handle global refunds and compensation.
Develop deep operational expertise
Work across teams and markets to build strong regulatory and service knowledge in a world-class marketplace.
Deliver together in an inclusive culture
Collaborative, values-driven teams that support how you work best.

Senior Strategy Manager – Customer Experience, Refunds

Key skills