Customer Experience Manager

| San Francisco
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About the Team

The mission of the Customer Experience team is to make DoorDash the platform of choice for new and existing Customers by ensuring we provide the best possible service from setting an account to receiving the order. This involves not only providing support when and where needed, but also identifying opportunities for improvement across the Customer journey and working cross functionally to action on them.

About the Role

We are looking for a Manager to help our customer support team scale to meet the growth of our international last-mile logistics platform. You are analytical, have a demonstrated track record of relentless, effective execution, and are excited to tackle one of our company’s most challenging business problems.

In this role, you’ll be a strategic problem solver, responsible for ensuring that a large cross-functional team - including operations, product and engineering - is working together seamlessly to provide an exceptional customer experience.

You’re excited about this opportunity because you will
  • Partner with teams within our large support organization as well as our product, engineering and tools teams to improve processes and the resulting customer experience for consumers, merchants and Dashers
  • Use data and insights to identify opportunities to improve the speed, quality, efficiency, effectiveness and customer experience
  • Implement your recommendations from start to finish, from creating a budget to implementing timelines, aligning stakeholders, testing ideas, executing and measuring results
  • Partner with support and company-level leadership to guide priority support projects
We’re excited about you because… 
  • At your core, you’re a data-driven, analytical problem solver, capable of solving new problems with new solutions
  • You’re action-oriented and stay oriented to the goal you’re trying to achieve and act with urgency to achieve it
  • You want to do right by our customers to provide a scalable, world-class customer experience
  • You have 5+ years experience in management consulting, finance, private equity, technology and/or a related field
  • SQL is a plus!
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.

What are DoorDash Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Acme Co. also provides 16 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
We offer employees Paid on-site garage parking.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
DoorDash reimburses employees up to $75 per month on fitness activities.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications
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