About the Team

As one of DoorDash's core operations teams, Customer Experience and Integrity ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, 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.

About the Role

We're looking for a Manager, Strategic Initiatives Acceleration to serve as Support and Integrity Operations subject matter expert and accelerator for our key bets to unlock better customer experience and safety in our platform. This role will work with leadership and project stakeholders on strategic and operational plans to deliver quickly through a strong collaboration across different verticals such as Ops, WFM, L&D, QA, Finance, Security, and business owners. 

You’re excited about this opportunity because you will…

Strategic Planning and Development:

• Lead the development and refinement of customer experience long-term strategic vision, goals, and initiatives in collaboration with the executive leadership team.
• Translate strategic objectives into actionable plans, ensuring alignment across departments and functions.

Execution and Project Management:

• Develop detailed project plans, milestones, and timelines to ensure the successful execution of strategic initiatives.
• Oversee and manage cross-functional teams, providing guidance, resources, and support to ensure project deliverables are met on time and within budget.
• Continuously monitor and evaluate project progress, identifying potential roadblocks and implementing corrective actions as needed.

Data-Driven Decision Making:

• Utilize data analytics and insights to inform strategic decisions, identify emerging trends, and drive evidence-based recommendations.
• Collaborate with data analytics teams to develop key performance indicators (KPIs) and metrics to measure the effectiveness of strategic initiatives.

Financial Acumen:

• Complete Annual Operation Plan in partnership with Finance and ensure all stakeholders provide inputs, are accountable for variances and ensure deadlines are met.
• Develop comprehensive financial models and projections to support strategic planning and investment decisions.
• Monitor financial performance, analyze variances, and recommend adjustments to ensure alignment with strategic objectives and financial targets.

Cross-Functional Collaboration:

• Foster a culture of collaboration by partnering with cross-functional teams, including Global Support, Integrity, Operations, S&O, and Finance, to ensure cohesive implementation of strategic initiatives.
• Communicate effectively across departments to align priorities, share insights, and drive collective success.

We’re excited about you because…

• You’re organized. You thrive in creating structure out of nothing.  
• 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 analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel.
• 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 relentless. You do what it takes to win, no matter what.
• You have 5 years of experience. You’ve succeeded in a competitive, or challenging environment.

We expect this position to be filled by 1/31/2025.

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.

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