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Manager, Marketplace Live Operations

Doordash

This is a Full-time position in Tempe, AZ posted June 9, 2021.

About the TeamAs one of DoorDash’s core Support Operations teams, Live Customer Support Operations is a highly specialized and tactical team, tasked with ensuring that when there are bumps in the last mile, there’s always someone there to help make things right.About the RoleAs a Manager on our Live Customer Support Operations team, you will oversee the day-to-day operations and long-term success of your Support Escalations team. We’re looking for a natural leader, operator, and problem solver with people management experience. Our best Managers are team first, manage change effectively and have strong interpersonal and relationship-building skills.You’re excited about this opportunity because you will…* Lead, coach and develop a team of 5+ people leaders* Strategize by designing, building and executing process improvement projects to drive operational efficiencies and improve the customer experience* Partner cross-functionally with Support and business stakeholders to build a best-in-class operation* Oversee the performance metrics (CSAT, AHT, Utilization, Occupancy, FCR) of your team and operate at the lowest level of detail to understand and influence outcomesWe’re excited about you because…* You’re a leader – You have 3+ years of people management experience leading people leaders (managing leaders with direct reports)* You’re accountable – You want to lead the outcome and positively shape our most important metrics. You have experience leading projects, hitting goals, and succeeding in a team environment (1-2 years of consulting, start-up and project management experience is a plus)* You’re relentless – you roll up your sleeves and do whatever it takes to make things successful* You’re a relationship-builder – You can guide and motivate people at all levels across a variety of responsibilities* You’re a solution(s) finder – You can translate high-level goals into applicable plans using technical knowledge and data (must be comfortable navigating and summarizing large datasets in Excel to surface insights)Why You’ll Love Working at DoorDash* We are a group of bright, humble and goal-oriented people!* We are a successful, fast-growing company at the forefront of technology & logistics–we are redefining the last-mile logistics space* We are committed to our clients and connected through our vision of “Delivering Good”* We love solving problems, thinking creatively and trying new things* We believe in autonomy & taking initiative* We take what we do seriously. We don’t take ourselves seriously* We have a smart, experienced leadership team that wants to do it right & is open to new ideas* We offer competitive compensation packages and comprehensive health benefits* You will be proud to say that you work for DoorDash and will know that the work you do brings joy to our clients every dayAbout DoorDashFounded in 2013, DoorDash is a San Francisco-based technology company passionate about transforming local businesses and dedicated to enabling new ways of working, earning, and living. Today, DoorDash connects customers with their favorite local and national businesses in more than 3,300 cities across the United States and Canada.We want to share our revolutionary logistics technology with every business around the world, to streamline how our cities and local economies work. Make no mistake, it isn’t going to be easy, and our mission isn’t for the faint of heart. But if you’re daring, and you want to make a dent, let’s chat. By building intelligent, last-mile delivery technology for local cities, DoorDash aims to connect people with the things they care about – one dash at a time.About DoorDashDoorDash is a technology company that connects customers with their favorite local and national businesses in over 4,000 cities and all 50 states across the United States and Canada. 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 InclusionWe’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.