Manager, Consumer Experience
About The Position
As one of DoorDash's core operations teams, Customer Experience ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible. About the Role This specific Manager role is part of the Consumer Experience team and will focus on Quality Improvements with tooling (AW & DWR), and content management platform utilization. On a typical day you might develop solutions to optimize teammate processes to ensure Consumers can receive fast and fair resolutions, handle an ad-hoc request where a partner team needs help or dive into data to explain Consumer satisfaction performance at the lowest level of detail and translate them into actionable plans to hit business OKRs. Our best Customer Experience Managers have strong strategic skills, are equal parts analytical and creative, have exceptional interpersonal and relationship-building skills, and are willing to roll up their sleeves and do whatever it takes to make their business successful. You’re excited about this opportunity because you will… Contribute the vision of the Consumer Experience and key partnerships Own key business results and present outcomes to leadership Partner with teams within Consumer Experience, and our Product, Engineering, Analytics, and Tools teams to improve Consumer Experience Produce, dig into, and use data and insights independently to identify opportunities to optimize Consumer support journey end-to-end
Requirements
- You have 6-8 years of experience in strategy, management consulting, product, or related experience; experience in support strategy is a plus
- You have experience in Product Operations, setting up guardrails for QA, implementing teammate tooling, and content management platforms, leading to agent effectiveness/efficiency
- You can solve analytical problems quickly, and are experienced in SQL and/or Excel
- You have a track record of leading cross-functional initiatives, hitting goals, and succeeding in a team environment
- You enjoy solving different types of problems, and like thinking outside of the box. You like to learn new skills, and can apply them to your work quickly and independently.
- You are an owner, meaning you take responsibility for outcomes, have experience being in the driver’s seat, and want to define scope and vision from ambiguous problems
- You have a bias towards action, are scrappy, and can pivot when you learn new information
- You can influence and motivate people at all levels across a variety of job functions
Responsibilities
- Contribute the vision of the Consumer Experience and key partnerships
- Own key business results and present outcomes to leadership
- Partner with teams within Consumer Experience, and our Product, Engineering, Analytics, and Tools teams to improve Consumer Experience
- Produce, dig into, and use data and insights independently to identify opportunities to optimize Consumer support journey end-to-end
Benefits
- 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)
- medical, dental, and vision benefits
- 11 paid holidays
- disability and basic life insurance
- family-forming assistance
- a mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
