About the Team

The DoorDash Campaign Operations team’s mission is to efficiently deliver high quality, relevant communications that meet the needs of our audiences, globally. To accomplish this mission, we’re building a team of technical CRM experts who build, QA, and launch marketing campaigns designed by our Lifecycle Marketing partners. This team is goaled on high quality campaign delivery and operational efficiency so that each campaign reaches the correct audience on-time with excellent craft. 

About the Role

DoorDash is seeking an Incident Response Manager of Campaign Operations to oversee real-time issue resolution for promotional and lifecycle marketing campaigns while creating robust incident response playbooks. This role is crucial to ensuring seamless customer, Dasher and merchant experiences during marketing campaigns, protecting brand trust, and improving operational efficiency.

As the Incident Response Manager of Campaign Operations, you will lead a team of six contractors responsible for 24/7 global monitoring of real-time campaign and promotional data so that we’re ready to quickly investigate and act on any campaign quality issues. You will be responsible for building incident response playbooks, developing the team, and analyzing incident trends and campaign performance data to proactively identify areas for improvement. In this role, you will partner closely with Campaign Operations Managers, Data Engineering and Martech to ensure we have access to the real-time data signals, tools and processes to quickly address campaign quality issues. This role will report to the Director of Promotional Strategy and Quality. 

You’re excited about this opportunity because you will…

• Lead a team responsible for monitoring and quickly assessing and addressing incidents to minimize campaign disruption globally (US, Canada, Australia, New Zealand). This includes monitoring data across campaign volume, promotional spend, and support inbounds.
• Monitoring campaign metrics such as inbounds and errors to identify campaigns that can lead to incidents and taking preemptive measures to mitigate the issue.
• Design, implement, and refine incident response playbooks to address potential risks in marketing campaigns, focusing on best practices and scalability.
• Collaborate with cross-functional teams (e.g., engineering, product, customer support) to ensure alignment and efficiency in incident resolution processes.
• Provide ongoing training on incident management processes, tools, and technologies to improve team readiness.
• Manage the team calendar to ensure 24/7 incident response coverage. 
• Analyze incident trends and campaign performance data to proactively identify areas for improvement.
• Deliver actionable insights and recommendations to leadership for reducing the likelihood of future incidents.
• Develop and maintain a centralized incident tracking system for reporting and resolution.

We’re excited about you because…

• Experience: 5-6 years of experience in a Marketing Operations, Support Operations, or Martech role with at least 2 years in a CRM or Lifecycle Marketing role. 
• Technical Proficiency:  Proficiency in Excel and SQL is required. Experience working with Braze and complex Marketing tech stacks a plus.
• Leadership: Proven people management experience, including leading teams, coaching individuals, and building a strong culture of collaboration.
• Operational Excellence: Strong attention to detail, experience creating efficient processes and scalable solutions, and the ability to remain calm under pressure and solve complex issues in real time.
• Analytical Proficiency: Ability to identify trendbreaks in complex dataset and partner with Data Science partners to test metric benchmarks and thresholds for incident alerts. 
• Collaborative Approach: Excellent interpersonal and communication skills to work effectively with cross-functional teams and stakeholders
• Communication: Exceptional written and verbal communication skills, with the ability to clearly convey technical and non-technical information to diverse stakeholders.

We expect this position to be filled by 3/26/25

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.

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