About the Team

We are revolutionizing the delivery experience for merchants and customers by offering the next generation of fulfillment services. We’re looking for someone to join the Drive team to drive high-quality delivery outcomes and scale support and exceptions management processes, all while we disrupt the final mile delivery industry. 

About the Role

We are looking for someone who is passionate about scaling high growth businesses to join our rocketship on Drive, DoorDash’s white label fulfillment offering. You will be responsible for growing one of the most nascent Drive products by owning our Merchant and customer support strategy, driving requirements to ensure high-quality delivery, and building tools and processes to manage delivery issues and exceptions. We are looking for a highly motivated first principles thinker who has a deep sense of ownership and is able to walk the fine line between diving into the lowest level of detail in our data and product, while still being able to think about the high level strategy. This is a true strategy and operations role. 

Reporting to the Senior Manager of Drive Strategy and Operations, you will work closely with customer and merchant support teams, product, engineering, operations, business development and other teams to make your vision a reality. 

You’re excited about this opportunity because you will…

• Strategize – Understand our operations, find common issues driving poor delivery outcomes, and strategize how to drive high quality experiences with cross-functional partners.
• Operate - Get to the lowest level of detail, and scale. You will be deep in our data to analyze poor delivery outcomes and customer and merchant support inquiries. Then, you’ll work hand in hand with our operations and product teams to drive improvements
• Build – Build out net-new tools and processes to be leveraged by internal and external partners that improve the visibility into and experience of our services. 
• Construct - Navigate in an ambiguous environment and bring structure to undefined opportunities. There won’t always be playbooks or templates; instead you will create them. 
• Analyze – Leverage data whenever possible to inform your hypothesis and convince cross functional partners. 

We’re excited about you because…

• You’re an analytical powerhouse.  You let data win arguments. You’re comfortable pulling your own data in SQL and modeling in Excel. You own end-to-end data driven decision making from data gathering, to analysis, to presentation.
• You drive results.  You have a track record of leading initiatives, hitting goals, and succeeding in a team environment. Bonus points if this is in a logistics, final mile delivery, or on-demand platform environment.
• You have an extreme sense of ownership. You display extreme ownership for the products and business lines that you are responsible for. You never shy away from raising your hand to solve ambiguous problems and are able to motivate and empower your teammates to go above and beyond.
• You solve problems from first principles.  You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
• You thrive with a diverse set of responsibilities.  You love working across a breadth of disciplines and teams.  
• You’re even-keeled. You thrive under pressure and maintain a sense of calm when faced with challenging and time-sensitive obstacles.
• You’re persuasive. You are an effective communicator, speaking as if you’re right and listening as if you’re wrong. You meet people on their level.  
• You act with urgency.  Speed excites you. You prefer an accomplishment today to an accomplishment tomorrow. 
• You’re a builder. You enjoy building from the ground up and excel in creating structure and process.
• You don’t need a guide. You dive into difficult problems and come up with a plan.
• You have 5 years of experience.  You’ve succeeded in competitive, challenging environments where you’ve driven both strategy and execution. 

Bonus Points

• You have direct experience working with Support organizations and metrics. 
• You have experience working in an operations or delivery quality function specifically within the logistics, on-demand services, and ecommerce industry. 
• You have at least 1 year people management experience. 

We expect this position to be filled by 5/3/2025.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey