Customer Experience Learning & Development Senior Manager

Job Description

About the Team

As DoorDash’s largest core operating team, Customer Experience and 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 Learning and Development Senior Manager who will lead the customer experience learning and development strategy for a core audience segment. This person will partner with L&D operations to translate the customer experience strategy into tangible support teammate learning programs, to ensure our global network of thousands of support teammates are set up to successfully deliver on these experiences.

This role reports to DoorDash’s Head of Support Learning and Development, and is based in San Francisco, CA or Phoenix, AZ.

You’re excited about this opportunity because you will...

• Be the primary L&D partner to a core audience team (Consumer, Dasher, and Merchant) to understand core customer experience strategies, and break these down into tangible learning programs for support agents
• Identify and target performance improvement opportunities and measure the impact of learning programs through data analysis
• Guide the business in prioritizing and developing learning solutions that support and align with organizational strategic priorities
• Own the roadmap and prioritization of Audience-specific L&D initiatives
• Align on success metrics with stakeholders before launching an initiative, measure and report out on progress along the way, and share-out on results and learnings at the conclusion of an initiative
• Monitor headwinds, and understand the impact of external variables that might impact results
• Drive accountability within team and stakeholders through completion of initiatives
• Zoom into the details, and zoom out to a bird's-eye view, to understand the “why” of what led to an initiative’s success or failure, to create a culture of continuous learning
• Identify opportunities to improve feedback loops between the field and audience team to enable continuous improvement
• Foster an environment of collaboration, engagement, and high performance both within DoorDash and externally with our vendor partners
• Collaborate with operations partners including Vendor BPOs, Quality Assurance, Workforce Management, Knowledge Management, and internal support operations for onshore teams, to ensure support teammates are equipped with the knowledge and tools to support customers.
• Measure support teammate performance and correlate performance to efficacy of learning programs

We’re excited about you because...

• You have a vision for the future of L&D in a constantly evolving world, and are passionate about creating learning and development programs at scale
• You have experience managing teams and coaching to high performance
• You have a unique combination of L&D experience and fast-paced operational experience such as management consulting, finance, private equity, technology and/or a related field
• You have 5 to 7 years experience in call center and/or BPO management experience as a trainer or in developing instructional materials
• You enjoy digging into details and getting your hands dirty
• You are collaborative and know how to develop strong productive relationships with partners
• 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 and data driven in your decision making process. You are comfortable pulling data from various sources, reading and analyzing data, doing analysis in excel or google sheets, and partnering with analytics partners for more complex analyses. Proficient in SQL.
• You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills
• You have an owner mentality: you're focused on quality, output driven, proactive, and always pushing yourself to do better.
• 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 learners - 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 the United States, Canada, and Australia. 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.