Manager, Consumer Experience

About the Team As one of DoorDash's core operations teams, Customer Experience ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible. About the Role This specific Manager role is part of the Consumer Experience team and will focus on Quality Improvements with tooling (AW & DWR), and content management platform utilization. On a typical day you might develop solutions to optimize teammate processes to ensure Consumers can receive fast and fair resolutions, handle an ad-hoc request where a partner team needs help or dive into data to explain Consumer satisfaction performance at the lowest level of detail and translate them into actionable plans to hit business OKRs. Our best Customer Experience Managers have strong strategic skills, are equal parts analytical and creative, have exceptional interpersonal and relationship-building skills, and are willing to roll up their sleeves and do whatever it takes to make their business successful. You're excited about this opportunity because you will… • Contribute the vision of the Consumer Experience and key partnerships • Own key business results and present outcomes to leadership • Partner with teams within Consumer Experience, and our Product, Engineering, Analytics, and Tools teams to improve Consumer Experience • Produce, dig into, and use data and insights independently to identify opportunities to optimize Consumer support journey end-to-end We're excited about you because… • You have 6-8 years of experience in strategy, management consulting, product, or related experience; experience in support strategy is a plus • You have experience in Product Operations, setting up guardrails for QA, implementing teammate tooling, and content management platforms, leading to agent effectiveness/efficiency • You can solve analytical problems quickly, and are experienced in SQL and/or Excel • You have a track record of leading cross-functional initiatives, hitting goals, and succeeding in a team environment • You enjoy solving different types of problems, and like thinking outside of the box. You like to learn new skills, and can apply them to your work quickly and independently. • You are an owner, meaning you take responsibility for outcomes, have experience being in the driver's seat, and want to define scope and vision from ambiguous problems • You have a bias towards action, are scrappy, and can pivot when you learn new information • You can influence and motivate people at all levels across a variety of job functions • Must be comfortable regularly exercising discretion and independent judgment in performing job duties, including evaluating options, making informed decisions, and determining appropriate courses of action within the scope of assigned responsibilities. We expect this position to be filled by 1/23/2026. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey 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. Apply tot his job