About the Team

As DoorDash's largest core operating team, Customer Experience & Integrity 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 Merchants 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 Manager, Instructional Design / Learning Experience Manager who will manage a design team to implement learning strategy. You will support and plan the daily activities of a team of Instructional Designers responsible for developing learning solutions for a call center environment. You will identify continuous improvement opportunities to improve learning experiences for our Teammates and professional growth for our Instructional Designers. You will partner with the Training Operations team and many other cross-functional stakeholders to support & uplevel the learning experience for call center agents. 

You will report to DoorDash's Senior Manager of Global Learning Operations and can be based in one of our many locations throughout the United States. This role will be hybrid with some time in-office and some remote. 

You’re excited about this opportunity because you will…

• Be a people manager for a large design team and support capacity mapping to ensure accurate resourcing for all projects. Promote collaboration and engagement, within DoorDash and externally with our vendor partners.
• Improve the long-term vision, OKRs and career pathing opportunities for the design team.
• Craft success metrics with designers for each initiative, measure out on progress along the way, and share-out on results and insights at the conclusion.
• Take ownership to oversee that the instructional design and development required for a project is prioritized and deadlines are met.
• Implement and use feedback mechanisms with Requestors, Trainers, Learning Consultants, and other IDs to make targeted improvement to training programs and content.
• Operate and manage AGILE project management to help manage work streams following the ADDIE design model.
• Be a design subject matter expert and ensure that standardization components are being implemented and adult learning theory is incorporated in all deliverables.
• Want to identify the causes of any issues and recommend solutions.
• Zoom into the details, and zoom out to a bird's-eye view, to understand the "why" of what led to an initiative's success or failure, to create a culture of learning.

We’re excited about you because…

• You have a vision for the future of Instructional Design in a constantly evolving world, and are passionate about creating learning and development programs at scale.
• You have experience managing teams of 15 or more (direct & indirect reports).
• Your experience includes capacity mapping and can ensure appropriate resourcing for a production team.
• You have a unique combination of L&D experience and operational experience such as management consulting, finance, private equity, technology or a related field.
• You are excited about integrating new technologies into learning design. 
• You are familiar with LMS systems and project management platforms. 
• You have 3+ years of experience in call center or BPO management experience as a leader of a L&D team that supports learning assets in multiple modalities.
• You seek development opportunities within the field of Instructional Design and excel at learning progressive trends in the industry.
• You are collaborative and know how to develop productive relationships with partners.
• You have an owner mentality: you're focused on quality, output-driven, and always pushing yourself to do better.
• You recommend solutions to complex problems while also implementing many projects and priorities day-to-day.
• 8+ years of recent experience which includes design, resource management and people management.
• Bachelor’s degree or equivalent experience. Master’s preferred in an applicable subject.

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 people turn to for any and all goods. <