Manager, Customer Experience Partner Success - Remote Opportunity to Drive Global Support Excellence

Join DoorDash's Customer Experience Team and Shape the Future of Logistics

At DoorDash, we're on a mission to empower local economies and revolutionize the way people live, work, and move around their communities. As a leading technology and logistics company, we're committed to making a positive impact on the lives of our customers, Dashers, and merchant partners. We're now seeking an experienced Manager, Customer Experience Partner Success to join our team and help drive the success of our international last-mile logistics platform.

About the Team

Our Customer Experience team is responsible for managing and operating DoorDash's global network of support centers, with a focus on delivering an outstanding customer experience at scale. As a Manager, Customer Experience Partner Success, you will play a critical role in ensuring that our support partners meet DoorDash's high standards for quality, efficiency, and customer satisfaction.

About the Role

As a Manager, Customer Experience Partner Success, you will be responsible for managing the support experience of our international last-mile logistics platform. Your primary goal will be to enhance the quality of the customer support experience by partnering with support partners (BPOs) to ensure their quality meets DoorDash expectations. You will achieve this by:

• Creating new and using existing reporting to identify areas to improve performance metrics and productivity through quality monitoring.
• Executing quality monitoring programs that result in measurable behavioral changes in Teammates (agents).
• Partnering with training and content to reinforce compliance with new launches, processes, and policies.
• Maintaining multiple sites' quality performance within a calibrated target.
• Performing business reviews with Support Partner Teams.
• Identifying, recommending, and formulating process and project improvements.
• Working cross-functionally to identify areas of opportunity for DoorDash to improve its business by understanding customer needs.
• Identifying and reporting on trends early and often.
• Managing other projects assigned by management or as needed.

This role may require up to 20% travel (International and Domestic), and you will report to DoorDash's Senior Manager, Customer Experience Partner Success.

We're Excited About You Because...

To succeed in this role, you will need to possess a unique combination of skills, experience, and qualities. We're looking for someone who:

• Has a BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas.
• Has 3+ years of support operations experience managing support KPIs such as CSAT.
• Has driven operations excellence and quality improvements across multiple support sites.
• Is analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty.
• Knows how to present complex information clearly and concisely with strong written, verbal, and visual communication skills.
• Is well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities.
• Is comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously.
• Has an owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better.

What We Offer

At DoorDash, we're committed to supporting our employees' happiness, healthiness, and overall well-being. We offer a comprehensive benefits package that includes:

• A competitive salary ranging from $112,200 to $165,000 USD, depending on your location and experience.
• Opportunities for equity grants.
• A 401(k) plan with an employer match.
• Paid time off, paid parental leave, and several paid holidays.
• Medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, and a commuter benefit match.
• A mental health program and wellness benefits.

Career Growth Opportunities

At DoorDash, we're committed to helping our employees grow and develop their careers. As a Manager, Customer Experience Partner Success, you will have the opportunity to:

• Develop your leadership skills by managing a team of support partners.
• Improve your analytical and problem-solving skills by working with large data sets and identifying areas for improvement.
• Enhance your communication and presentation skills by working with cross-functional teams and presenting complex information to stakeholders.
• Stay up-to-date with the latest trends and best practices in customer experience and support operations.

Our Commitment to Diversity and Inclusion

At DoorDash, we're committed to growing and empowering a more inclusive community within our company, industry, and cities. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. We're looking for team members who share our values and are passionate about making a positive impact.

We Encourage You to Apply! Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team and contribute to our mission to empower local economies.

DoorDash is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we prohibit discrimination and harassment based on race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status.

If you need any accommodations during the application process, please inform your recruiting contact upon initial connection.

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