Head EMEA Refund Fraud, Integrity - Fixed Term Contract

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.

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