Senior Manager, Customer Experience Partner Success

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 Senior Manager, Customer Experience Partner Success to be the DoorDash owner of multiple BPO partners, including our largest and most complex accounts (multiple sites, 4K+ agents). You will be the single point of accountability for those partners' performance against our full Customer Experience matrix, and you will shape the strategy and operating model.

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 multiple BPO partners, including our largest and most complex accounts, against DoorDash's full Customer Experience performance matrix.

Design and own the performance-management strategy and operating model for your portfolio end-to-end, producing the Weekly and Monthly Business Reviews that roll into cross-functional leadership reviews.

Independently structure and lead end-to-end strategy for complex, ambiguous performance challenges — proactively diagnosing existing and net-new issues, designing the remediation, and driving execution with minimal guidance.

Partner with Training, Quality, and Content teams to design and reinforce compliance strategy for new launches, processes, and policies across your partners' floors.

Lead cross-functional initiatives with Training, Workforce Management, Product, and Engineering, among others, to unblock partner performance and influence functional strategy beyond your own portfolio.

Mentor and develop Managers across the Partner Success team, sharing playbooks and raising the bar on how we manage partner performance.

This role requires up to 35% travel (international and domestic).

We're excited about you because…

You have a full-time degree from an IIT or IIM.

You have 8+ years of operations experience, including experience managing a large, complex partner or vendor portfolio.

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 and others to do better.

You are analytical and data-driven, with the ability to distill large, ambiguous data sets into actionable insights and strategy — 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 and cross-functional audience.

You are well-organized and detail-oriented, with impeccable follow-up and follow-through.

You have a track record of mentoring or informally leading other managers, and you're seen as the person peers turn to for guidance on the toughest partner performance problems.

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.

 

 

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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.