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 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 First Contact Resolution, 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…

• Create new and use existing reporting to identify areas to improve performance metrics and productivity through quality monitoring.
• 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.
• Maintain multiple sites quality performance within a calibrated target
• Perform business review with Support Partner Teams
• Identify, recommend, and formulate process and project improvements
• Work cross-functionally to identify areas of opportunity for DoorDash to improve its business by understanding customer needs.
• Identify and report on trends early and often.
• Other projects assigned by management or as needed
• This role may require 20% 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.