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 Vendor Manager who will be responsible for driving high performance with our Business Process Outsourcing (BPO) contact center partners. We have an outsourced network of thousands of agents helping answer those questions globally across our marketplace. The right candidate will be able to balance adherence to process with the freedom to make things right when they go unexpectedly wrong. S/he understands DoorDash’s business, can build good relationships with our vendors, and are willing to get into the data to create a high performance support organization. 

This role reports to DoorDash’s Director of Quality and Performance and is based in San Francisco, CA or Phoenix, AZ.

You’re excited about this opportunity because you will…

• Create and drive strategies to measure and maintain high agent performance, including financial and other incentives. 
• Partner with audience and technology support teams to effectively plan and execute on specific initiatives with our partners
• Develop and lead ongoing continuous improvement initiatives to improve quality and cost of our support operations
• Hold the vendors accountable to performance expectations and KPI’s
• Lead data-driven root cause analysis for variances in operational performance
• Partner with Training and Quality to create world class training and quality programs for the vendors and build a coaching feedback loop into the support process
• Foster an environment of collaboration, engagement, and high performance both within DoorDash and externally with our vendor partners
• Strategically assess which partners are a good fit for DoorDash based on their performance and willingness to work with us to deliver an exceptional customer experience

We’re excited about you because… 

• You have a bachelor's degree in business, economics, engineering or a related field
• You have 5 to 7 years experience in call center and/or BPO management experience
• 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 with strong reporting and critical thinking skills; Excel is a must and SQL is a plus
• You are a collaborative and know how to develop strong productive relationships both internally and with our external partners
• 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.