Manager, Customer Experience Jobs

About The Team

The Insights Team ensures all m-team executive escalations are resolved efficiently and that root causes are addressed by the business to make DoorDash 1% better every day.

About The Role

As a manager on the Insights team, you will be responsible for ensuring that our team of specialists dig into every executive escalation to the lowest level of detail so that they can best solve customer problems and surface critical insights to the business. You’ll take those insights and make DoorDash 1% better every day by driving cross-functional fixes to gaps that negatively impact our customers, merchants and Dashers. This will require strong problem solving, data analysis, and executive communications abilities as well as strong attention to detail. Equally important, you’ll ensure our executive team gets polished responses to their inquiries in a timely manner, and communicate the impact our team is driving for our customers and the business. You will report to the Senior Manager on our Insights team in our Customer Experience organization.

You’re excited about this opportunity because you will…

• Work cross-functionally to identify areas of opportunity for DoorDash to improve its business by understanding customer needs.
• Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents).
• 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
• Identify, recommend, and formulate process and project improvements
• 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
• Hosting forums for case deep dives
• Other projects assigned by management or as needed
• Partner with training and content to reinforce compliance with new launches, processes, and policies.
• Identify and report on trends early and often.
• Create new and use existing reporting to identify areas to improve performance metrics and productivity

We’re excited about you because…

• You have experience with root cause analysis on support, fraud, trust & safety cases
• You have 3+ years of support operations experience managing support KPIs such as CSAT.
• 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 have driven operational excellence, quality improvements and performance managed multiple agents.
• You are analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty.

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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 people 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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Compensation

The location-specific base salary range for this position is listed below. Compensation in other geographies may vary.

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For roles that are available to be filled remotely, base salary is localized according to employee work location. Please discuss your intended work location with your recruiter for more information.

DoorDash cares about you and your overall well-being, and that’s why we offer a comprehensive benefits package, for full-time employees, that includes healthcare benefits, a 401(k) plan including an employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays, among others.

In addition to base salary, the compensation package for this role also includes opportunities for equity grants.

California Pay Range:

$115,500—$184,000 USD

Colorado Pay Range:

$115,500—$165,500 USD

New Jersey Pay Range:

$115,500—$156,500 USD

New York Pay Range:

$115,500—$184,000 USD

Washington Pay Range:

$115,500—$175,000 USD