About the Team

As one of DoorDash's core operations teams, Drive Experience ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team owns the customer experience across all inbounds to our support channels including agents and automations, with the ultimate goal of delivering an outstanding experience as reliably as possible.

About the Role

Our team is looking for an Senior Manager to lear our Drive Experience, Defect Reduction workstream, and internal BizOps function. The role will lead efforts scale to meet DoorDash's expansion, while driving a human touch for our consumers, help to reduce critical issues for all audiences, and drive strategic initiatives. You will have demonstrated experience developing strategy, managing a team, driving 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 operations, product and engineering - is working together seamlessly to provide an exceptional customer experience. You will report to one of our the Director of non-Rx and Commerce Platform Experience within our broader Customer Experience & Integrity (CXI) Organization.

You’re excited about this opportunity because you will…

• Be an owner driving quality experiences for all relevant audiences on the DoorDash Commerce Platform (Consumers, Merchants, Dashers)
• Contribute to the constant improvement of our processes including reducing defects across the organization, streamlining Drive workflows and product development, and working on strategic initiatives crucial to improving DD customer experience
• 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

We’re excited about you because…

• At your core, you're a problem solver, able to solve new problems with new solutions
• You have built teams/processes from the ground up, and want to dig into the details to operate at the lowest level of detail
• You stay oriented to the goal you're trying to achieve and act with urgency to achieve it
• You want to do right by our customers to provide a scalable, outstanding customer experience
• You have 8+ years of experience in management consulting, technology, startup, or a related field
• Proficient in Excel / SQL (Required)

We expect this position to be filled by 3/16/2025.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions.  Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package for all regular employees that includes a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefits, and several paid holidays. Paid sick leave in compliance with applicable laws (i.e. Colorado Healthy Families and Workplaces Act).

Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match, and a mental health program, among others. 

To learn more about our benefits, visit our careers page here.

The base pay for this position ranges from our low