Customer Experience Manager, DoorDash

$115.5-184k

Salary is applicable to California, Colorado, New Jersey, New York & Washington based candidates only and is partially dependent on location. In addition to base salary, the compensation package for this role also includes opportunities for equity grants.

Senior level

Remote from US

Local food delivery platform

Job no longer available

Local food delivery platform

1001+ employees

B2CB2BMarketplaceFoodConsumer GoodsDeliveryeCommerce

Job no longer available

$115.5-184k

Senior level

Remote from US

1001+ employees

B2CB2BMarketplaceFoodConsumer GoodsDeliveryeCommerce

Company mission

To empower local economies by connecting food lovers with great local restaurants

Job

Company

Role

Who you are

You’re organized. You thrive in creating structure out of nothing
You solve problems from first principles. You’re excited to solve problems in innovative ways, and you resist, “this is how it’s always been done” thinking
You thrive with a diverse set of responsibilities. You love working across a breadth of disciplines and teams
You’re analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel
You’re persuasive. You are an effective communicator, speaking as if you’re right and listening as if you’re wrong. You meet people on their level
You act with urgency. Speed excites you. You prefer an accomplishment today to an accomplishment tomorrow
You’re relentless. You do what it takes to win, no matter what
You have 5+ years of experience. You’ve succeeded in a competitive, or challenging environment

What the job involves

Our team is looking to hire a Customer Experience Manager to manage building automated support solutions for our customers while ensuring that Customers obtain the right resolutions
This Manager will own identifying, scoping, implementing and tracking automated support features in-app as well as contributing meaningfully to our Credit & Refunds (C&R) strategy
This Manager will work with a large cross-functional team and participate in Weekly Business Reviews with the larger Customer Experience & Integrity team
This role is a great opportunity for an individual that is looking to operationalize Customer solutions and work closely with Product, Design and Analytics teams
Strategize. This role will be instrumental in setting the direction of DoorDash’s Consumer Experience, moving swiftly to understand the drivers of delivery defects and build out resolutions to address them
Forecast. Through partnering with product and analytics, this role will be responsible for setting and tracking key metrics pertinent to this role
Collaborate. While setting the right goals for the cross-functional team, this role will lean in on strategic, cross-cutting projects to ensure success during each quarter
Build. You’ll have your fingerprints all over creating the strategy for DoorDash’s Consumer experience. This means everything from high-level strategy to nitty-gritty operational details

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

Top investors

13% employee growth in 12 months

Glassdoor (3.7)

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.

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