About the Team

As DoorDash's largest core operating team, Customer Experience and Support Operations ensures that when there are bumps in the last-mile there's always someone there to make things right. Our team supports consumers, dashers, and restaurants who need our help and we have a network of thousands of agents answering questions and fixing issues. We are customer obsessed and aim to give each customer who contacts us the best possible experience.

About the Role

DoorDash is looking for a Sr. Manager, Support Operations to develop the operational strategy for and lead the Merchant Experience Partner (MXP) program. This program drives partnership with our merchants to help solve their most pressing issues and provides the opportunity to improve their overall end-to-end merchant experience as we continue to increase our last-mile logistics platform. Merchant Experience Partners (MXPs) play a crucial role within the Customer Experience team by providing our merchants with a direct contact for all of their support needs and focusing their efforts on ensuring overall Merchant success on the DoorDash platform. 

MXPs are mapped to a book of business, similar to an account manager or customer success manager. You will be a "leader of leaders" for Merchant Experience Partners. You will build long-lasting, strategic relationships across the broader DoorDash ecosystem, including Sales, Strategy & Operations, Product and Analytics, to enhance and continue to evolve the program. You will also implement and scale processes to improve operations and improve quality for the program at large. You will guide strategy and operations, performance management and people leadership for this growing team!

This person will be analytical, have a demonstrated track record of relentless, effective execution, and be eager to lead their team of people leaders through challenging growth and process optimization. Direct experience in being a key leader for a top-tier, global customer support operation is highly valued but not required; we are looking for a people-centric, data-driven, action-oriented, analytical problem solver first and foremost.

You're excited about this opportunity because you will…

• Lead a team of 'account management within Support' leaders to improve the merchant experience at DoorDash
• Identify and target performance improvement opportunities and scale processes to achieve essential goals
• Launch and communicate change management programs to achieve strategic goals to Supervisors and cascade change plans to Associates
• Partner with the broader Merchant Experience S&O team on major strategic plans, including managing and defining quarterly walks, plans and data analysis
• Monitor and have direct ownership / responsibility of important quality metrics (i.e. First Contact Resolution, CSAT) and headwinds, and understand the impact of external variables that might affect results
• Build internal partnerships, including regular syncs with senior leaders within different Merchant Cohort Sales Organizations (Senior Manager +) to obtain regular feedback on the MXP program and recommend improvements to both the program itself and the high-level partnership
• Launch and oversee several differentiating engagement models for MXPs with their Merchant Books of Business, including 1) Calling / intros 2) Operational Metrics monitoring of their Books of Business 3) Manage all NPS feedback from merchants 4) Pilots including covering unmanaged merchants from the beginning of their lifecycle at DoorDash
• Lead recruiting for the MXP team including MXP leadership such as Supervisors and Managers and MXPs by defining the hiring profile, process, and onboarding strategy
• Work with Analytics and Workforce Management to maintain mapping and load balance Merchant Books of Business with MXP assignments

We're excited about you because…

• You have 8+ years of professional experience in management consulting, customer experience, technology, supply chain or other relevant fields
• You have 8+ years experience leading a large, high-performing and versatile team
• You’re collaborative and will quickly develop productive relationships within your team and internal stakeholders 
• You’re a leader and an owner with a track record of driving change in demanding operating environments
• You’re comfortable leveraging tools and data to identify and solution inefficiencies 
• You’re action-oriented, never letting great be the enemy of the good; you stay oriented to the goal you’re trying to achieve and act with urgency to achieve it
• You're focused on quality, and output motivated and can dig into the lowest level of detail to understand what is driving a problem and summarize essential