Strategy & Operations Manager - Payments Risk & Fraud

About this role

About the Role Every day, millions of customer transactions flow through our platform. Our challenge is to make payments effortless for genuine customers while preventing fraud, abuse, and financial loss. As the Senior Strategy & Operations Manager for Payments Risk & Fraud, you'll own one of our most commercially important problem spaces. You'll define the strategy for payment fraud, promotions abuse, cash risk, and chargebacks – balancing customer experience, growth, and profitability. This is an end-to-end ownership role. You'll identify opportunities, shape strategy, influence product and engineering roadmaps, partner with data science to improve detection models, and work closely with Finance and Payments to protect revenue while enabling sustainable growth. If you enjoy solving ambiguous, high-impact business problems using data, technology, and cross-functional leadership, we'd love to hear from you. What You'll Own • Defining our Payments Risk Strategy • Own the strategy and roadmap for payment fraud, promotions abuse, cash risk, and disputes across multiple markets. • Identify emerging risks, prioritise investments, and continuously evolve our controls to protect customers and the business while supporting growth. • Driving Commercial Performance: Own the key business metrics that matter, including: • Fraud losses • Chargeback rates • Payment approval rates • Promotions efficiency • Recovery rates • False positive rates Evaluate trade-offs between risk, customer experience, and conversion to maximise long-term profitability • Building Data-Driven Solutions • Use data to understand fraud trends, uncover new opportunities, and measure impact. • Partner closely with Data Science to improve fraud models, optimise decisioning, and reduce false positives. • Develop executive reporting and dashboards that provide clear visibility into business performance and emerging risks. • Leading Cross-Functional Execution • Work closely with Product, Engineering, Finance, Marketing, Fraud Operations, Payments, and external partners to deliver strategic initiatives. • Influence roadmaps, align stakeholders, and ensure our fraud capabilities continue to scale with the business. • Represent Payments Risk across senior leadership discussions and drive alignment on priorities and investment decisions. • Improve our Payments Ecosystem • Partner with payment providers, acquirers, and card networks to improve payment performance, optimise dispute outcomes, and maintain compliance with scheme requirements. • Continuously improve operational processes through automation, tooling, and scalable controls. What We're Looking For We're looking for someone who combines strategic thinking with strong analytical skills and enjoys solving complex business problems. You'll likely have experience in payments, fraud, fintech, marketplaces, financial services, or another fast-paced, data-driven environment. You'll bring: • Experience owning complex fraud, payments, risk, or trust & safety initiatives with measurable commercial impact. • Strong analytical skills, including SQL and data-driven problem solving. • Experience developing business cases and influencing investment decisions. • A track record of leading cross-functional initiatives across Product, Engineering, Finance, and Data Science. • The ability to translate complex data into clear recommendations for senior stakeholders. • Strong commercial judgement and an ability to balance growth, customer experience, and risk. Experience with payment fraud, chargebacks, promotions abuse, or card payment ecosystems is highly desirable. You'll thrive here if you... • Think like an owner and enjoy accountability • Love solving ambiguous, high-impact business problems • Are equally comfortable analysing data and influencing senior stakeholders • Enjoy working across multiple teams to turn ideas into execution • Balance customer experience with commercial outcomes • Continuously challenge the status quo and look for better ways of working 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.