Director of Driver & Customer Support, Gopuff

• The ideal candidate is a strong operational leader with experience managing large-scale support organizations within logistics, delivery, marketplace, e-commerce, or high-growth operational environments
• Bachelor’s degree in Business Administration, Operations Management, Communications, Logistics, or a related field preferred
• 7+ years of leadership experience in customer support, driver support, logistics, delivery operations, call center operations, or service operations
• Experience leading large-scale support teams within high-volume operational environments
• Strong understanding of last-mile delivery operations, escalation management, workforce planning, and customer experience strategy
• Proven ability to scale operational processes and improve service performance within rapidly growing organizations
• Experience managing compensation processes, employee performance, reporting structures, and organizational development initiatives
• Strong analytical, problem-solving, and operational decision-making skills
• Excellent communication and cross-functional leadership abilities
• Ability to operate effectively in a fast-paced, rapidly evolving environment
• Experience in last-mile delivery, rapid delivery, e-commerce, logistics, retail operations, transportation, or marketplace operations
• Core Competencies:
• Operational Leadership
• Customer Experience Management
• Driver Support Operations
• Workforce Planning
• Compensation & Performance Management
• Escalation Management
• Process Improvement
• Service-Level Management
• Data Analysis & Reporting
• Cross-Functional Collaboration
• Organizational Development
• Team Leadership & Coaching
• Quality Assurance
• Conflict Resolution

Desirable

• The Director of Driver & Customer Support is responsible for leading all driver-facing and customer-facing support operations across a fast-paced, high-volume last-mile delivery network
• This role oversees the strategy, execution, and performance of support functions that directly impact delivery operations, customer experience, driver satisfaction, and operational efficiency
• The Director will lead cross-functional support teams responsible for resolving delivery escalations, customer concerns, driver issues, and operational disruptions while ensuring consistent service standards across all markets
• This position partners closely with Operations, Logistics, Fulfillment, Workforce Management, HR, Product, and FL Headquarters leadership to drive scalable support processes, workforce performance, compensation administration, reporting alignment, and operational excellence
• Lead end-to-end Driver Support and Customer Support operations across multiple markets and support channels
• Develop and execute scalable support strategies that improve response times, issue resolution, service quality, and operational efficiency
• Establish and maintain service-level standards, operational KPIs, escalation procedures, and quality expectations
• Partner with FL Headquarters and field leadership teams to ensure operational consistency and alignment across in-office and remote support functions
• Drive continuous improvement initiatives focused on customer experience, driver satisfaction, and operational performance
• Oversee workforce planning, staffing models, scheduling, and support coverage to ensure business demands are met during peak operating periods
• Oversee all driver support functions, including delivery escalations, account support, payment inquiries, route concerns, scheduling issues, app troubleshooting, and operational disruptions
• Ensure delivery partners receive timely, professional, and accurate support throughout the delivery lifecycle
• Lead high-priority escalations involving service failures, driver incidents, operational delays, and compliance-related concerns
• Partner closely with Logistics, Dispatch, Fulfillment, and Operations teams to improve driver communication and reduce recurring operational issues
• Analyze driver support trends and operational data to improve driver retention, engagement, efficiency, and overall delivery performance
• Develop policies, SOPs, and support workflows that create consistency across driver support operations
• Lead all customer support operations related to order issues, delivery delays, refunds, damaged or missing items, account concerns, and service escalations
• Ensure customers receive high-quality, empathetic, and resolution-focused support across all communication channels
• Own customer escalation management processes and ensure resolutions align with company standards and brand expectations
• Review customer feedback, support metrics, and complaint trends to identify root causes and drive operational improvements
• Partner cross-functionally with Operations, Inventory, Product, and Fulfillment teams to reduce preventable customer issues and improve overall customer experience
• Implement quality assurance standards and coaching programs that improve response quality and first-contact resolution
• Lead, coach, and develop managers, supervisors, team leads, and support specialists across Driver and Customer Support functions
• Oversee employee performance management, compensation administration, organizational reporting structures, and workforce development initiatives
• Establish accountability standards, performance expectations, and development plans for all support personnel
• Partner with HR and leadership teams on hiring, onboarding, retention strategies, succession planning, and employee engagement initiatives
• Build and maintain a high-performance culture focused on urgency, ownership, professionalism, collaboration, and operational excellence
• Ensure support teams are properly trained, equipped, and aligned with company policies, operational procedures, and service standards
• Own and report on key operational metrics, including response times, resolution times, ticket volume, escalation rates, Customer Satisfactions Score (CSAT), driver satisfaction, first-contact resolution, and SLA performance
• Develop dashboards, reporting tools, and operational reviews to monitor support performance and identify improvement opportunities
• Use data-driven insights to improve workflows, optimize staffing, reduce repeat contacts, and increase operational efficiency
• Present operational updates, performance trends, staffing recommendations, and business risks to senior leadership and FL Headquarters teams
• Monitor workforce productivity and support capacity to ensure effective coverage across all operating hours, including weekends, holidays, and peak demand periods
• Identify operational inefficiencies and implement scalable process improvements across support functions
• Standardize escalation management, documentation practices, communication protocols, and quality assurance procedures
• Collaborate with Product, Technology, Logistics, Fulfillment, and Operations teams to improve systems, workflows, and support tools
• Lead initiatives that improve operational consistency, reduce friction points, and enhance both driver and customer experiences
• Ensure compliance with company policies, operational standards, privacy requirements, and safety procedures
• Success Metrics:
• Improved customer satisfaction and driver satisfaction scores
• Reduced response and resolution times across support channels
• Increased first-contact resolution rates
• Reduced escalation volume and repeat support contacts
• Improved workforce productivity and operational efficiency
• Increased driver retention and support quality
• Stronger alignment between support operations, field teams, and FL Headquarters
• Improved operational consistency across all markets and support functions
• This is a senior operational leadership role within a fast-paced, high-growth last-mile delivery environment. The Director will work closely with support teams, field operations, logistics, fulfillment centers, and executive leadership to ensure both drivers and customers receive a consistent, professional, and high-quality support experience. Flexibility may be required during peak business periods, weekends, holidays, and urgent operational events