Associate Manager, Agent Tooling Strategy & Operations Lead

DoorDash USA • Chicago, NY

14d

About The Position

About the Team There are often bumps in the last mile of deliveries, and DoorDash CXI ensures someone there to help make things right. As one of DoorDash's core operations teams, the Tx efficiency team ensures that agents are equipped to handle our customers' issues and drive a great experience. The team owns the customer experience across all platforms and LOB playing a critical role in adjudicating some of the most difficult customer interactions and problems. About the Role We’re hiring for a role to help our team deliver and scale internal product tooling for agents to provide customers a better and more efficient support experience. This role will specifically support the strategy and operations of centralized tooling with ownership of case management and routing, agent capacity management and assignment, know your customer efforts, tooling consolidation and unification efforts, and much more. You will have demonstrated experience, effective execution, and be excited to solve our most challenging problems. You'll be a strategic problem solver, responsible for helping ensure that a large cross-functional team - including internal operations, product and engineering, analytics, learning and development, partner success, workforce management - is working together seamlessly to provide an exceptional customer experience. You will report to one of our leads within our Tx efficiency team within our broader Customer Experience & Integrity (CXI) Organization.

Requirements

• You’re organized. You thrive in creating structure out of nothing. You solve problems from first principles. You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
• You thrive with a diverse set of responsibilities. You love working across a breadth of disciplines and teams.
• You’re analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel.
• You’re persuasive. You are an effective communicator, speaking as if you’re right and listening as if you’re wrong. You meet people on their level.
• You act with urgency. Speed excites you. You prefer an accomplishment today to an accomplishment tomorrow.
• You’re relentless. You do what it takes to win, no matter what.
• Bachelor’s Degree
• You have 5+ years of experience.
• You’ve succeeded in a competitive, or challenging environment.
• Must be comfortable regularly exercising discretion and independent judgment in performing job duties, including evaluating options, making informed decisions, and determining appropriate courses of action within the scope of assigned responsibilities.

Responsibilities

• Define product feature roadmaps with product engineering team
• Develop project plans across all relevant stakeholder groups to ensure the successful development and deployment of features
• Act as the quality assurance arm of the development; flagging critical quality blockers to feature launches and risk mitigations
• Contribute to the constant improvement of features with post-launch defect tracking and remediation
• Work closely with a large array of cross-functional partners including Product, Analytics, Engineering, Global Support Ops, to create new
• Gain a high level of visibility from org leadership by leading a two fast growing and strategic areas of the business

Benefits

• DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act).
• DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees