Manager, Consumer Experience at DoorDash

DoorDash is revolutionizing food delivery and local commerce. Join our mission to grow and connect communities!

Key Responsibilities

• Contribute the vision of the Consumer Experience and key partnerships
• Own key business results and present outcomes to leadership
• Partner with teams within Consumer Experience, and our Product, Engineering, Analytics, and Tools teams to improve Consumer Experience
• Produce, dig into, and use data and insights independently to identify opportunities to optimize Consumer support journey end-to-end
• develop solutions to optimize teammate processes to ensure Consumers can receive fast and fair resolutions
• handle an ad-hoc request where a partner team needs help
• dive into data to explain Consumer satisfaction performance at the lowest level of detail and translate them into actionable plans to hit business OKRs

Required Qualifications

• You have 6-8 years of experience in strategy, management consulting, product, or related experience
• You have experience in Product Operations, setting up guardrails for QA, implementing teammate tooling, and content management platforms, leading to agent effectiveness/efficiency
• You can solve analytical problems quickly, and are experienced in SQL and/or Excel
• You have a track record of leading cross-functional initiatives, hitting goals, and succeeding in a team environment
• You enjoy solving different types of problems, and like thinking outside of the box. You like to learn new skills, and can apply them to your work quickly and independently.
• You are an owner, meaning you take responsibility for outcomes, have experience being in the driver’s seat, and want to define scope and vision from ambiguous problems
• You have a bias towards action, are scrappy, and can pivot when you learn new information
• You can influence and motivate people at all levels across a variety of job functions
• Must be comfortable regularly exercising discretion and independent judgment in performing job duties, including evaluating options, making informed decisions, and determining appropriate courses of action within the scope of assigned responsibilities.

Key Skills

• strong strategic skills
• analytical
• creative
• exceptional interpersonal and relationship-building skills
• SQL
• Excel

Preferred Qualifications

• experience in support strategy is a plus

DoorDash Benefits

• 401(k) plan with employer matching
• 16 weeks of paid parental leave
• wellness benefits
• commuter benefits match
• paid time off
• paid sick leave
• medical, dental, and vision benefits
• 11 paid holidays
• disability and basic life insurance
• family-forming assistance

Salary Range

$1,22,400 - $1,80,000 USD annually

Job Summary

About the Team

As one of DoorDash's core operations teams, Customer Experience 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

This specific Manager role is part of the Consumer Experience team and will focus on Quality Improvements with tooling (AW & DWR), and content management platform utilization. On a typical day you might develop solutions to optimize teammate processes to ensure Consumers can receive fast and fair resolutions, handle an ad-hoc request where a partner team nee...

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