Experienced Customer Support Leader – Manager, Customer Experience Partner Success at DoorDash

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Join the DoorDash Team: Revolutionizing Customer Experience in the Gig Economy

At DoorDash, we're not just delivering food; we're transforming the way people live, work, and interact with their communities. As a pioneering technology and logistics company, we're on a mission to become the go-to platform for all consumer goods, not just food delivery. With a rapidly expanding global footprint, we're seeking talented individuals to join our team and help us shape the future of customer experience.

About the Role: Manager, Customer Experience Partner Success

We're looking for a seasoned professional to lead our customer experience initiatives as a Manager, Customer Experience Partner Success. This critical role will oversee the quality of our customer support operations, working closely with our partner organizations to ensure seamless experiences for our customers. As a key member of our team, you'll drive quality improvements, analyze performance metrics, and collaborate with cross-functional teams to identify opportunities for growth and innovation.

Key Responsibilities:

  • Develop and implement quality monitoring programs to drive improvements in customer satisfaction and First Contact Resolution (FCR) rates.
  • Collaborate with training and content teams to ensure compliance with new launches, processes, and policies.
  • Analyze performance data to identify areas for improvement and implement corrective actions.
  • Conduct business audits with Customer Support Partner Teams to ensure alignment with DoorDash's quality standards.
  • Identify, recommend, and implement process and project enhancements to drive efficiency and effectiveness.
  • Work cross-functionally to understand customer needs and identify opportunities for business growth.
  • Present complex data insights clearly and concisely to stakeholders, using strong written, verbal, and visual communication skills.
  • Demonstrate a proactive, results-driven approach, with a focus on quality, productivity, and continuous improvement.

Essential Qualifications:

  • Bachelor's degree in a quantitative or business field, or equivalent work experience.
  • Proven experience driving operational excellence and quality improvements in a customer support or related field.
  • Strong analytical skills, with the ability to refine large datasets into actionable insights.
  • Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely.
  • Detail-oriented, with strong organizational and project management skills.
  • Ability to thrive in a fast-paced, dynamic environment, with multiple priorities and deadlines.

Preferred Qualifications:

  • Experience working in the gig economy or a related industry.
  • Knowledge of customer support operations, including quality monitoring and assurance.
  • Familiarity with data analysis tools and techniques.
  • Strong problem-solving skills, with the ability to identify and address root causes.
  • Experience working with cross-functional teams and stakeholders.

What We Offer:

At DoorDash, we're committed to supporting our employees' well-being, growth, and success. Our comprehensive benefits package includes:

  • Competitive compensation, with a base salary range of $25/hour.
  • Opportunities for equity awards and performance-based bonuses.
  • Comprehensive healthcare benefits, including medical, dental, and vision coverage.
  • 401(k) plan with company match.
  • Paid time off, parental leave, and holidays.
  • Short-term and long-term disability insurance.
  • Life insurance and wellness benefits.

Our Culture and Values:

At DoorDash, we're passionate about creating a culture that is inclusive, diverse, and supportive. We believe in empowering our employees to make a positive impact in their communities and to drive innovation and growth. Our core values include:

  • Embracing diversity and inclusion.
  • Fostering a culture of continuous learning and improvement.
  • Empowering employees to take ownership and drive results.
  • Building strong relationships with our customers, partners, and communities.

Why Join DoorDash?

By joining the DoorDash team, you'll become part of a dynamic and rapidly growing company that's shaping the future of the gig economy. You'll have the opportunity to:

  • Work on complex, challenging projects that drive business growth and innovation.
  • Collaborate with talented professionals from diverse backgrounds and industries.
  • Develop new skills and expertise, with access to training and development opportunities.
  • Make a positive impact on our customers' lives and experiences.
  • Enjoy a flexible, remote work environment that supports work-life balance.

Ready to Apply?

If you're a motivated, customer-focused professional with a passion for driving quality and innovation, we want to hear from you. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and join the DoorDash team!

Equal Employment Opportunity: DoorDash is committed to diversity and inclusion, and welcomes applications from candidates of all backgrounds, experiences, and perspectives. We are an equal opportunity employer and prohibit discrimination on the basis of race, color, national origin, religion, age, sex, marital status, sexual orientation, gender identity or expression, disability status, or veteran status.

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