About the Team

As DoorDash's largest core operating team, Customer Experience and Support Operations 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 restaurants 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 Sr. Manager, Support Operations to develop the operational strategy for and lead the Support Operations Global Advocate Team. This program drives partnership with our BPOs and internal support teams to help solve their most pressing issues and provides the opportunity to improve their overall end-to-end user experience as we continue to increase our last-mile logistics platform. Global Advocates play a crucial role within the End User Experience team by providing our BPO Support Partners and Internal Teammates with direct advanced contact for all of their support needs and focusing their efforts on ensuring positive overall end-user resolutions on the DoorDash platform. 

Global Advocates are fully trained in all core LOBS, and are primarily focused on supporting Local Advocates at the BPO level. You will be a "leader of leaders" for Global Advocates, with several Managers reporting to you. You will build long-lasting, strategic relationships across the broader DoorDash ecosystem, including Sales, Strategy & Operations, Product and Analytics, to enhance and continue to evolve the program. You will also implement and scale processes to improve operations and improve quality for the program at large. You will guide strategy and operations, performance management and people leadership for this growing team!

This person will be analytical, have a demonstrated track record of relentless, effective execution, and be eager to lead their team of people leaders through challenging growth and process optimization. Direct experience in being a key leader for a top-tier, global customer support operation is highly valued but not required; we are looking for a people-centric, data-driven, action-oriented, analytical problem solver first and foremost.

You're excited about this opportunity because you will…

• Lead a team of 'account management within Support' leaders to improve the merchant experience at DoorDash
• Identify and target performance improvement opportunities and scale processes to achieve essential goals
• Launch and communicate change management programs to achieve strategic goals to Supervisors and cascade change plans to Associates
• Partner with the broader End-user Experience S&O teams, and Partner Success on major strategic plans, including managing and defining quarterly walks, plans and data analysis
• Monitor and have direct ownership / responsibility of important quality metrics (i.e. Escalations, First Contact Resolution, AHT) and headwinds, and understand the impact of external variables that might affect results
• Build internal partnerships, including regular syncs with senior leaders within different Cohort Support Organizations (Senior Manager ) to obtain regular feedback on the Advocate program and recommend improvements to both the program itself and the high-level partnership
• Launch and oversee several differentiating engagement models for Advocates with their various end users, including 1) Managing Take Overs, Assists, and offering feedback to Local Advocates 2) Operational Metrics monitoring 3) Manage all feedback from BPOs and Partners 4) Pilots including covering new LOBs from the beginning of their lifecycle at DoorDash
• Lead recruiting for the Global Advocate team, including Advocate leadership such as Supervisors and Managers and Global Advocates by defining the hiring profile, process, and onboarding strategy
• Work with Analytics and Workforce Management to maintain coverage and support for Global Advocate assignments

We're excited about you because…

• You have 8 years of professional experience in management consulting, customer experience, technology, supply chain or other relevant fields
• You have 8 years experience leading a large, high-performing and versatile team
• You’re collaborative and will quickly develop productive relationships within your team and internal stakeholders 
• You’re a leader and an owner with a track record of driving change in demanding operating environments
• You’re comfortable leveraging tools and data to identify and solution inefficiencies 
• You’re action-oriented, never letting great be the enemy of the good; you stay oriented to the goal you’re trying to achieve and act with urgency to achieve it
• You're focused on quality, and output motivated and can dig into the lowest level of detail to understand what is driving a problem and summarize essential takeaways
• You are focused on the customer experience and always want to do right by our merchants
• You are always aiming to push yourself and your team to be 1% better and improve operations over time

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