Manager, Customer Experience Partner Success
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AI Summary
About the Team
DoorDash's Customer Experience & Integrity (CXI) team owns the customer support experience for one of the largest last-mile logistics platforms in the world. Within CXI, the Partner Success team manages our global network of BPO partners — 10K+ agents across 20+ sites and 7 vendors — and is accountable for the day-to-day quality, productivity, and reliability of the support those teams deliver to our customers and Dashers.
About the Role
DoorDash is looking for a Manager, Customer Experience Partner Success to be the DoorDash owner of two of our BPO partners (multiple sites, 2K+ agents). You will be the single point of accountability for those partners' performance against our full Customer Experience matrix.
This is a role for someone who has run a partner portfolio before. You will report to DoorDash's Director, Partner Success. We are open to remote candidates.
You're excited about this opportunity because you will…
- Own the relationship for one to two BPO partners against DoorDash's full Customer Experience performance matrix.
- Run performance-management mechanism end-to-end and produce the Weekly and Monthly Business Reviews that roll into our Director read.
- Proactively diagnose existing and net-new performance issues, design the remediation, and execute it with minimal guidance.
- Partner with Training, Quality, and Content teams to reinforce compliance with new launches, processes, and policies on your partners' floors.
- Drive cross-functional moves with Training, Workforce Management, Product and Engineering among others to unblock partner performance.
- This role requires up to 25% travel (international and domestic).
We're excited about you because…
- You have a full-time degree from an IIT or IIM.
- You have 5+ years of operations experience.
- You are comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously.
- You have an owner mentality — focused on quality, output-driven, proactive, and always pushing yourself to do better.
- You are analytical and data-driven, with the ability to distill large data sets into actionable insights — root-cause analysis is your specialty.
- You know how to present complex information clearly and concisely, with strong written, verbal, and visual communication skills that hold up to a senior leadership audience.
- You are well-organized and detail-oriented, with impeccable follow-up and follow-through.
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
If you need any accommodations, please inform your recruiting contact upon initial connection.
We use Covey as part of our hiring and/or promotional process for jobs in certain locations.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144
To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.
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