Customer Experience Partner Success Manager, DoorDash
More information about location
Local food delivery platform
Job no longer available
Local food delivery platform
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To empower local economies by connecting food lovers with great local restaurants
Role
Who you are
- You have a BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas
- You have 3+ years of support operations experience managing support KPIs such as CSAT
- You have driven operations excellence and quality improvements across multiple support sites
- You are analytical and data-driven, with experience distilling large data sets to 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
- You are well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities
- Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously
- Have an owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better
What the job involves
- DoorDash is looking for a Manager, Customer Experience Partner Success to manage the support experience of our international last-mile logistics platform.
- This person will enhance the quality of the customer support experience by partnering with support partners (BPOs) to ensure their quality meets DoorDash expectations, including First Contact Resolution, Customer Satisfaction scores, and other support metrics.
- You will report to DoorDash's Senior Manager, Customer Experience Partner Success. While we would strongly prefer that you be based in one of DoorDash's core offices, we are open to remote candidates with the right fit
- Create new and use existing reporting to identify areas to improve performance metrics and productivity through quality monitoring
- Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents)
- Partner with training and content to reinforce compliance with new launches, processes, and policies
- Maintain multiple sites quality performance within a calibrated target
- Perform business review with Support Partner Teams
- Identify, recommend, and formulate process and project improvements
- Work cross-functionally to identify areas of opportunity for DoorDash to improve its business by understanding customer needs
- Identify and report on trends early and often
- Other projects assigned by management or as needed
- This role may require 20% travel (International and Domestic)
Our take
DoorDash was an early entrant into the last-mile restaurant delivery business, which is now crowded with the likes of Uber Eats, Postmates and GrubHub. They offer restaurants an end-to-end delivery platform, generating new business and access to a network of delivery drivers.
To differentiate itself in the market, DoorDash focused on areas with fewer competitors and found success in this untapped market. Other factors, such as the company's targeting of restaurants which many not typically offer a delivery service, also contribute to its profitability. The company made its stock market debut in 2020 with one of the biggest IPOs of the year.
However, in light of increasing discontent around DoorDash's commission structure from restaurants, competition remains fierce. The business recently responded by publishing a transparent fee structure, but the number of options open to restaurants means DoorDash must fight to keep its customers loyal. Despite this, by focusing on consumer retention, logistics and technology, the company is likely able to maintain its existing growth and revenue.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Jun 2020
$400m
SERIES H
Nov 2019
$100m
SERIES G
Total funding: $2.5bn
Company benefits
- Company stock options
- Work from home stipend
- Unlimited paid time off policy
- Work from home opportunities
- Health insurance
Company HQ
Mid-Market, San Francisco, CA
Leadership
Tony Xu
(CEO)Tony studied at UCB and worked as a Matrix Partners Associate while studying for an MBA at Stanford. He combined this experience to co-found DoorDash in January 2013, and has served as CEO since June 2013.
Stanley Tang
(CPO)Previously studied Computer Science at Stanford, before working at Facebook as a Software Engineer.
Salary benchmarks
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