Senior Manager, Customer Experience Partner Success

About the Team

Our team 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…at scale.

About the Role

DoorDash is looking for a Senior Manager, Customer Experience Partner Success to manage the support experience  of our international last-mile logistics platform. This person will enhance the quality of the customer support experience by partnering with support partners (BPOs) to ensure their quality meets DoorDash expectations, including SLA, Customer Satisfaction scores, and other support metrics.

You will report to DoorDash's Senior Manager, Customer Experience Partner Success. While we would strongly prefer that you be based in one of DoorDash's core offices, we are open to remote candidates with the right fit.

You’re excited about this opportunity because you will…

•  Quickly and effectively break down complex performance deficits (metrics misses) to identify the root causes and chart a strategic plan for their team proactively identifying risk and building problem-solving strategies

• Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents). 

• Partner with training and content to reinforce compliance with new launches, processes, and policies. 

• Own and drive accountability for results-driven quality improvements across all BPO sites, ensuring performance is durable and consistently meets targets.

• Deliver information and engage effectively with executive audiences (Director+) to provide strategic direction and represent the team with a voice in large function/business decisions (i.e. actively participating in WBRs)

• Develop and execute the long-term quality strategy for our global support network, ensuring the team’s performance significantly drives towards material CXI OKRs and KPIs.

• Act as primary thought partner and influential leader for critical XFN partners (Product, Analytics, eng, Finance), demonstrating strong XFN followership outside of immediate reporting line to accomplish shared goals

• Identify and report on trends early and often. 

• Mentor and upskill talent to build the leadership bench, coaching team members on both technical and behavior skills required for the role and next level

• Demonstrate AI Fluency by identifying and implementing new AI solutions to optimize support partner operations and performance

• Other projects assigned by management or as needed

• This role may require 25% travel (International and Domestic). 

We’re excited about you because…

• You have a BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas.

• You have 3+ years of support operations experience managing support KPIs such as CSAT.

• You have driven operations excellence and quality improvements across multiple support sites.

• You are analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty.

• You know how to present complex information clearly and concisely with strong written, verbal, and visual communication skills.

• You are well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities.

• Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously

• Have an owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better.

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 to all regular employees, which includes 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 Workpla