Manager, Customer Experience, Partner Success
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Job Description
Manager at DoorDash managing relationships with BPO partners for customer experience. Driving performance and improving service quality with up to 25% travel involved.
Responsibilities:
- Own the relationship for one to two BPO partners against DoorDash's full Customer Experience performance matrix.
- Run performance-management mechanism end-to-end and produce the Weekly and Monthly Business Reviews that roll into our Director read.
- Proactively diagnose existing and net-new performance issues, design the remediation, and execute it with minimal guidance.
- Partner with Training, Quality, and Content teams to reinforce compliance with new launches, processes, and policies on your partners' floors.
- Drive cross-functional moves with Training, Workforce Management, Product and Engineering among others to unblock partner performance.
- This role requires up to 25% travel (international and domestic).
Requirements:
- You have a full-time degree from an IIT or IIM.
- You have 5+ years of operations experience.
- You are comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously.
- You have an owner mentality — focused on quality, output-driven, proactive, and always pushing yourself to do better.
- You are analytical and data-driven, with the ability to distill large data sets into actionable insights — root-cause analysis is your specialty.
- You know how to present complex information clearly and concisely, with strong written, verbal, and visual communication skills that hold up to a senior leadership audience.
- You are well-organized and detail-oriented, with impeccable follow-up and follow-through.
Benefits:
- Comprehensive benefits and perks
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