Senior Manager, Strategy & Operations - Customer Experience

Job content

About The Team

DoorDash is looking for top-talent to play a pivotal role in building our business in Germany! This is an exciting opportunity to create something great together and be a part of a global startup changing how local economies grow. We’re looking for people with deep market knowledge and are inspired to bring their vision, passion and skills to make an impact in our community. Join us in our global mission to empower and grow local economies.

As one of DoorDash’s core operations teams, Customer Experience (Support) is tasked with ensuring that there’s always someone there to help make things right when complications arise with fulfilling a delivery. Our team designs, manages and operates DoorDash’s large and growing global network of support centers, with the ultimate goal of delivering an effortless support experience, every time.

About The Role

This person (w/m/d) will be responsible for ensuring every one of our consumers, merchants, and couriers get the help they need at the moment they need it. This will require building a high-performing team to continuously improve our operations, both within Support and across our operational teams.

• This is a cross functional leadership role that will be accountable for the success of customer experience– including CSAT and cost–in Germany.
• This person will be expected to oversee strategy development, execution, and resource procurement to enable growth and retention in the market.
• They will need to “operate at the lowest level of detail”, methodically solving problems big and small-- such as one customer’s complaint or a process affecting millions.
• Setting the right goals, making smart trade offs, and effectively advocating for the right solutions across our business will be critical to achieve success.
  

You’re Excited About This Opportunity Because You Will…

• Create and execute on a strategy to customize our support processes, policies, and staffing plan for the German market .
• Help DoorDash execute on a mission-critical growth objective by retaining our customers, merchants, and couriers when they’ve experienced a defect
• Improve our product and service offerings by building a feedback loop with product, engineering, and logistics to prioritize and solve key defects at the source
• Generate, dig into, and leverage data and insights to identify opportunities to improve speed, quality, efficiency, effectiveness and customer experience.
• Have the opportunity to grow into a broader role as we continue to expand internationally.
  

We’re Excited About You Because You…

• Have a demonstrated track record of success in support operations, product operations, general management, management consulting, or equivalent experience
• Are comfortable autonomously building, leading, and motivating a high performing team in a rapidly evolving operations environment
• Thrive in ambiguity and are excited to tackle whatever challenges arise as DoorDash launches in your market
• Can manage a broad portfolio of initiatives while effortlessly diving into the details on any given topic
• At your core, are a data-driven, analytical problem solver, capable of solving new problems with new solutions
• Are motivated by an obsession with service quality; you want to do right by our customers and help DoorDash build a world-class customer experience
• Have strong analytical skills - ability to tell a compelling story with data to advocate for resources is a must
• Are fluently bilingual in English and German
  

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 couriers 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.