Associate Manager, Customer Experience Partner Success
About The Position
The Customer Experience and Integrity (CXI) team at DoorDash operates the global support network, with Partner Success (PxS) managing the partner-operated network that handles millions of weekly support contacts. PxS focuses on ensuring every interaction is a 'Perfect Interaction' – resolved on the first contact, accurate, fast, and within policy. This is achieved by setting standards, identifying system weaknesses, and driving both partner execution and upstream defect removal. The Associate Manager, Partner Success will be responsible for quality, speed, and cost outcomes within the partner network. This role involves owning the operational loop that translates frontline signals (AQA, DWR, FCR, escalations, Voice of Teammate) into measurable improvements in Perfect Interactions. The manager will also set partner standards and represent PxS in cross-functional decisions regarding network design and quality measurement. The role reports to the Director, Partner Success and may require up to 40% domestic and international travel.
Requirements
- 4+ years of professional experience
- Bachelor's or Master's degree
- 7+ years in people management, including experience managing managers
- Experience leading support, operations, or quality functions at scale, ideally across a partner/BPO network, accountable for a portfolio of KPIs that ladder into a functional KR.
- Ability to shape, structure, and independently lead end-to-end strategy delivery on complex and ambiguous problems.
- Ability to distinguish and hold accountable both partner responsibilities (execution, calibration, coaching, follow-through) and DoorDash responsibilities (policy, product, routing, workflow, measurement).
- Excellent communication skills, able to convey complex information clearly to executive audiences in writing, narratives, and live forums.
- Proven ability to build cross-functional partnerships to resolve defects.
- Owner mentality, output-driven, comfortable in a fast-changing environment, and committed to pushing self and team toward higher standards.
Responsibilities
- Lead programs to improve audience outcomes by delivering Perfect Interactions, reducing escalations, and increasing DWR and DashPass subscriptions.
- Partner on network redesign to ensure work is routed correctly, the network maintains high uptime, and partner expertise deepens.
- Act as the primary thought partner for critical cross-functional teams (S&O, Product, Analytics, NOE, Workflow, WFM, Finance, Policy) to achieve shared goals.
- Align reporting so partners, TLs, and Txs have a unified source of truth with PxS, enabling clear understanding of what to solve, why, and how at every level.
- Mentor and upskill the leadership bench, coaching managers and ICs on the expertise and judgment needed for advancement.
- Identify and implement AI solutions to enhance quality monitoring, root cause analysis (RCA), signal aggregation, and partner operating mechanisms.
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off
- Paid sick leave
- Medical benefits
- Dental benefits
- Vision benefits
- 11 paid holidays
- Disability insurance
- Basic life insurance
- Family-forming assistance
- Mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
