Senior Manager, Global Support Operations

| San Francisco
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About the Team

DoorDash is looking for a Senior Manager, Global Support Operations to help our customer support team scale to meet the rapid growth of our international last-mile logistics platform. This person will help reimagine how we scale and staff to support our most important Consumers, Dashers, and Merchants. 

Our team manages and operates DoorDash’s large and growing global network of support centers, with the ultimate goal of delivering a world-class customer experience as efficiently and reliably as possible… at scale. 

About the Role

The Global Support team is looking for a Senior Manager to lead both support vendor operations and workforce management. This person will be a unique mix of first-principles problem solver, experienced project and team leader, and possess both strong quantitative skills as well as a relentless bias to action. This role will be responsible for: 

  • Managing DoorDash’s extensive global operations footprint,
  • Managing DoorDash’s relationship with our global outsourcing providers, 
  • Establishing and executing against DoorDahs’s approach to workforce planning and management, 
  • Ensuring DoorDash reliably meeting support service levels, preserving the end user’s experience, 
  • Growing and developing manager and associates in both the vendor operations and workforce planning teams 

This role reports directly to the Director of Global Support Operations and is based in San Francisco, but will be remote for the foreseeable future. 

You’re excited about this opportunity because you will…

  • Oversee and manage the vendor management and workforce planning teams
  • Be accountable at the executive level for our adherence to global support service levels 
  • Manage and oversee workforce planning for: DoorDash’s 12,000 outsourced agents, onshore in-hour support team, as well as Caviar’s support team 
  • Manage and oversee a team of vendor managers who own vendor relationships, manage the development of new support verticals, and who are ultimately responsible for our day-to-day operations 
  • Manage the daily and weekly real-time operations of our large, global support operations network 
  • Work cross functionally with support leaders as well as out analytics and product partners in order to ensure we have the reporting and routing set up to successfully operate at scale
  • Collaborate and Quarterback our team’s long-term growth as it expands to meet the needs to a rapidly growing business, including supporting new customers, new geographies and new businesses 

We’re excited about you because…

  • At your core you’re a data-driven, analytical problem solver, capable of tackling urgent challenges with innovative solutions
  • You’re action-oriented and don’t let great be the enemy of the good; you stay oriented to the goal you’re trying to achieve and act with urgency to achieve it
  • You thrive working in a fast paces, always changing environment
  • You have experience leading and managing people to a common shared goal 
  • You have 5+ years experience in managing consulting, finance, private equity, technology and/or related field
  • You are a talented business leader with a track record of meeting goals, and success in a demanding operating environment
  • You are able to move easily between the 10,000 food level and the 100 foot level of data 

Qualifications 

  • BA/BS in an applicable discipline or equivalent relevant experience
  • MBA preferred 

Why You’ll Love Working at DoorDash

  • We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
  • We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day. 
  • We are learners - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
  • We are customer-obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
  • We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights. 
  • We offer great compensation packages and comprehensive health benefits.

About DoorDash

DoorDash is a technology company that connects customers with their favorite local and national businesses in over 4,000 cities and all 50 states across the United States and Canada. Founded in 2013, DoorDash empowers merchants to grow their businesses by offering on-demand delivery, data-driven insights, and better in-store efficiency, providing delightful experiences from door to door. By building the last-mile delivery infrastructure for local cities, DoorDash is bringing communities closer, one doorstep at a time. Read more on the DoorDash blog or at www.doordash.com

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 the best and brightest 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.

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Location

Our office is located in the SOMA district, walking distance to many restaurants, bars, and public transportation.

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