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- Manager Customer Experience
- Customer Experience
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Manager, Customer Experience Jobs
Company | DoorDash |
Address | Los Angeles, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-07-03 |
Posted at | 11 months ago |
About The Team
- Other projects assigned by management or as needed
- Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents).
- Create new and use existing reporting to identify areas to improve performance metrics and productivity
- Highly skilled at being able to conduct root cause analysis, draft executive friendly case summaries, identifying known issues and link them to cases, and reporting on unknown issues - also training support agents to develop these skills as well
- Work cross-functionally to identify areas of opportunity for DoorDash to improve its business by understanding customer needs.
- Hosting forums for case deep dives
- Serve as the bridge between the ACE and Insights teams, and ensure that all escalations sent to the m-team are closed with the customer and escalator
- Partner with training and content to reinforce compliance with new launches, processes, and policies.
- Identify, recommend, and formulate process and project improvements
- Identify and report on trends early and often.
- You have experience with root cause analysis on support, fraud, trust & safety cases
- You have driven operational excellence, quality improvements and performance managed multiple agents.
- You have a BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas.
- You are analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty.
- You have 3+ years of support operations experience managing support KPIs such as CSAT.
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