Customer Experience Learning & Development Training Manager

| San Francisco
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About the Team

As DoorDash’s largest core operating team, Support Operations is tasked with ensuring that when there are bumps in the last-mile there’s always someone there to make things right. Our team supports consumers, dashers, and restaurants who need our help and we have a network of thousands of agents answering questions and fixing issues. We are customer obsessed and strive to give each customer who contacts us the best possible experience.   

About the Role

DoorDash is looking for a Learning and Development Manager who will lead the team responsible for translating customer experience strategy into tangible support agent learning programs, to ensure our global network of thousands of support agents are set up to successfully deliver on these experiences. 

This role reports to DoorDash’s Head of Agent Learning and Development, and is based in San Francisco, CA or Phoenix, AZ.

You’re excited about this opportunity because you will…

  • Partner with core audience stakeholders from our Consumer, Dasher, and Merchant teams to understand core customer experience strategies, and break these down into tangible learning programs for support agents
  • Manage a team of passionate L&D strategists who are focused on individual audiences 
  • Own the roadmap and prioritization of Audience Partner L&D initiatives 
  • Align on success metrics with stakeholders before launching an initiative, measure and report out on progress along the way, and share-out on results and learnings at the conclusion of an initiative 
  • Drive accountability within team and stakeholders through completion of initiatives
  • Zoom into the details, and zoom out to a bird's-eye view, to understand the “why” of what led to an initiative’s success or failure, to create a culture of continuous learning   
  • Identify opportunities to improve feedback loops between the field and audience team to enable continuous improvement 
  • Foster an environment of collaboration, engagement, and high performance both within DoorDash and externally with our vendor partners

We’re excited about you because…

  • You are passionate about creating learning and development programs at scale
  • You have a vision for the future of L&D in a constantly evolving world
  • You have experience managing teams and coaching to high performance
  • You have 5 to 7 years experience in call center and/or BPO management experience as a trainer or in developing instructional materials 
  • You are collaborative and know how to develop strong productive relationships both internally and with our external partners
  • You know how to present complex information in a clear and concise manner with strong written, verbal, and visual communication skills
  • You are highly analytical and data driven in your decision making process.  You are comfortable pulling data from various sources, reading and analyzing data, doing analysis in excel or google sheets, and partnering with analytics partners for more complex analyses.  
  • You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills
  • You have an owner mentality: you're focused on quality, output driven, proactive, and always pushing yourself to do better.
  • You are willing to engage in significant travel to partner sites domestically and internationally when conditions allow
  • You can think strategically and recommend solutions to complex problems while also executing many projects and priorities day-to-day.

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 learning - 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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