Director, Driver & Customer Support

Gopuff•Aventura, FL

8d•$140,000 - $175,000

About The Position

The Director of Driver & Customer Support is responsible for leading all driver-facing and customer-facing support operations across a fast-paced, high-volume last-mile delivery network. This role oversees the strategy, execution, and performance of support functions that directly impact delivery operations, customer experience, driver satisfaction, and operational efficiency. The Director will lead cross-functional support teams responsible for resolving delivery escalations, customer concerns, driver issues, and operational disruptions while ensuring consistent service standards across all markets. This position partners closely with Operations, Logistics, Fulfillment, Workforce Management, HR, Product, and FL Headquarters leadership to drive scalable support processes, workforce performance, compensation administration, reporting alignment, and operational excellence. The ideal candidate is a strong operational leader with experience managing large-scale support organizations within logistics, delivery, marketplace, e-commerce, or high-growth operational environments.

Requirements

Bachelor’s degree in Business Administration, Operations Management, Communications, Logistics, or a related field preferred.
7+ years of leadership experience in customer support, driver support, logistics, delivery operations, call center operations, or service operations.
Experience leading large-scale support teams within high-volume operational environments.
Strong understanding of last-mile delivery operations, escalation management, workforce planning, and customer experience strategy.
Proven ability to scale operational processes and improve service performance within rapidly growing organizations.
Experience managing compensation processes, employee performance, reporting structures, and organizational development initiatives.
Strong analytical, problem-solving, and operational decision-making skills.
Excellent communication and cross-functional leadership abilities.
Ability to operate effectively in a fast-paced, rapidly evolving environment.

Nice To Haves

Experience in last-mile delivery, rapid delivery, e-commerce, logistics, retail operations, transportation, or marketplace operations.
Experience supporting both customer-facing and driver-facing operational teams.
Experience with CRM platforms, ticketing systems, workforce management tools, QA programs, and operational reporting dashboards.
Prior Director-level leadership experience in operations or support organizations.
Experience building or scaling support organizations during periods of rapid company growth.

Responsibilities

Lead end-to-end Driver Support and Customer Support operations across multiple markets and support channels.
Develop and execute scalable support strategies that improve response times, issue resolution, service quality, and operational efficiency.
Establish and maintain service-level standards, operational KPIs, escalation procedures, and quality expectations.
Partner with FL Headquarters and field leadership teams to ensure operational consistency and alignment across in-office and remote support functions.
Drive continuous improvement initiatives focused on customer experience, driver satisfaction, and operational performance.
Oversee workforce planning, staffing models, scheduling, and support coverage to ensure business demands are met during peak operating periods.
Oversee all driver support functions, including delivery escalations, account support, payment inquiries, route concerns, scheduling issues, app troubleshooting, and operational disruptions.
Ensure delivery partners receive timely, professional, and accurate support throughout the delivery lifecycle.
Lead high-priority escalations involving service failures, driver incidents, operational delays, and compliance-related concerns.
Partner closely with Logistics, Dispatch, Fulfillment, and Operations teams to improve driver communication and reduce recurring operational issues.
Analyze driver support trends and operational data to improve driver retention, engagement, efficiency, and overall delivery performance.
Develop policies, SOPs, and support workflows that create consistency across driver support operations.
Lead all customer support operations related to order issues, delivery delays, refunds, damaged or missing items, account concerns, and service escalations.
Ensure customers receive high-quality, empathetic, and resolution-focused support across all communication channels.
Own customer escalation management processes and ensure resolutions align with company standards and brand expectations.
Review customer feedback, support metrics, and complaint trends to identify root causes and drive operational improvements.
Partner cross-functionally with Operations, Inventory, Product, and Fulfillment teams to reduce preventable customer issues and improve overall customer experience.
Implement quality assurance standards and coaching programs that improve response quality and first-contact resolution.
Lead, coach, and develop managers, supervisors, team leads, and support specialists across Driver and Customer Support functions.
Oversee employee performance management, compensation administration, organizational reporting structures, and workforce development initiatives.
Establish accountability standards, performance expectations, and development plans for all support personnel.
Partner with HR and leadership teams on hiring, onboarding, retention strategies, succession planning, and employee engagement initiatives.
Build and maintain a high-performance culture focused on urgency, ownership, professionalism, collaboration, and operational excellence.
Ensure support teams are properly trained, equipped, and aligned with company policies, operational procedures, and service standards.
Own and report on key operational metrics, including response times, resolution times, ticket volume, escalation rates, Customer Satisfactions Score (CSAT), driver satisfaction, first-contact resolution, and SLA performance.
Develop dashboards, reporting tools, and operational reviews to monitor support performance and identify improvement opportunities.
Use data-driven insights to improve workflows, optimize staffing, reduce repeat contacts, and increase operational efficiency.
Present operational updates, performance trends, staffing recommendations, and business risks to senior leadership and FL Headquarters teams.
Monitor workforce productivity and support capacity to ensure effective coverage across all operating hours, including weekends, holidays, and peak demand periods.
Identify operational inefficiencies and implement scalable process improvements across support functions.
Standardize escalation management, documentation practices, communication protocols, and quality assurance procedures.
Collaborate with Product, Technology, Logistics, Fulfillment, and Operations teams to improve systems, workflows, and support tools.
Lead initiatives that improve operational consistency, reduce friction points, and enhance both driver and customer experiences.
Ensure compliance with company policies, operational standards, privacy requirements, and safety procedures.