Manager, Customer Experience

Doordash - San Francisco, CA

Full-time - Manager

San Francisco, CA

Couriers and Messengers

About the position

The Manager, Customer Experience at DoorDash will lead the Drive and NBV Experience team, focusing on enhancing customer support quality and ensuring seamless collaboration across various departments. This role is pivotal in scaling operations to meet DoorDash's growth while maintaining a human touch in customer interactions. The manager will be responsible for strategic problem-solving and process improvement, ultimately aiming to deliver an exceptional customer experience.

Responsibilities

• Own the support quality experience for all relevant audiences (Consumers, Merchants, Dashers)
• Contribute to the constant improvement of processes including streamlining workflows and product development
• Work closely with cross-functional partners including Product, Analytics, Engineering, and Global Support Ops to create new solutions
• Lead two fast-growing and strategic areas of the business, gaining high visibility from leadership

Requirements

• 5+ years of experience in a competitive or challenging environment
• Strong organizational skills and ability to create structure
• Analytical mindset with proficiency in SQL and Excel
• Effective communication skills, able to persuade and listen
• Ability to solve problems innovatively and resist traditional thinking
• Demonstrated urgency and a results-driven approach

Nice-to-haves

• Experience in customer experience management
• Familiarity with logistics and delivery operations
• Background in technology or software development

Benefits

• 401(k) plan with employer match
• Paid time off
• Paid parental leave
• Wellness benefits
• Medical, dental, and vision benefits
• Disability and basic life insurance
• Family-forming assistance
• Commuter benefit match
• Mental health program
• Paid holidays