About the Team:

The Marketplace Quality team is responsible for identifying, investigating, and mitigating negative behavior which affects overall delivery quality. The team conducts investigations, adjudications, and deep-dive analysis on a variety of quality concerns for our community, including but not limited to: dasher identity verification, contract violations, never delivered, and offline instances of fraud. The goal of the Marketplace Quality team is to enforce quality standards on the platform to ensure our consumers, dashers, and merchants have a high-quality and safe experience.

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence on a hybrid basis at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs.

About the Role:

You will report to the Manager of Marketplace Quality Programs. As the Associate Manager of Vendor Management, you will oversee the operations of our Business process outsourcing (BPO) vendor(s) ensuring that our manual review processes for dasher identity verification are efficient, effective, and scalable. This role supports identity verification operations across our USA, New Zealand, and Australia dasher fleets, focusing on production quality and operational efficiency. You will work closely with internal teams, including strategy and operations, workforce management, and people leaders who support our BPO and internal teams, to ensure that our staffing levels and operational plans are aligned with our business needs.

You're excited about this opportunity because you will:

• Oversee and manage vendor operations, focusing on production, quality, and efficiency.
• Help monitor SLA adherence and investigate and mitigate misses and headwinds.
• Coordinate with internal teams to support our BPO teams and resolve inefficiencies in manual review operations.
• Collaborate with our workforce management team to ensure appropriate staffing for core tasks.
• Work with Strategy and Operations, and Workforce Management partners to prepare for scale-ups/downs in manual review volume as needed.
• Help conduct regular site visits to our vendor's offices, ensuring alignment with our operational standards and practices.
• Help uncover process and product inefficiencies, and work with relevant teams to drive improvements.
• Leverage data-driven insights to identify areas for improvement and effectively communicate findings to senior leadership.

We're excited about you because:

• You have 2-4 years of experience in a vendor-facing role, ideally within operations.
• You have a proven track record of leading teams and improving operational processes.
• You are data-driven, with a strong ability to use data to narrate and influence decision-making.
• You have experience presenting data-driven insights to leadership teams.
• You have relevant experience in trust and safety, and are familiar with handling Personally Identifiable Information (PII), fraud, risk, or identity verification processes.
• You are willing to travel to vendor sites as required and have a hands-on approach to vendor management.
• You have experience onboarding vendors to support operations initiatives.

 

 

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

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About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that