Senior Manager – Performance Excellence
| Company | DoorDash |
|---|---|
| Location | Washington, DC, USA, San Francisco, CA, USA, Los Angeles, CA, USA, Chicago, IL, USA, New York, NY, USA, Phoenix, AZ, USA, Denver, CO, USA |
| Salary | $143400 – $210900 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree or equivalent experience
- 3-5 years’ experience in program management, consulting, vendor management and/or supplier management within a cross-functional customer support organization
- Experience in speech analytics, conversational intelligence, or quality assurance programs
- Experience in project/program management is required
- Experience in working with customer support vendors and QA vendors is an asset
- Able to lead a small team, setting team priorities and developing project managers & analysts to grow in their careers
- Able to think and act both strategically and tactically, presenting key insights to stakeholders to drive process improvements
- Experience leading and interacting with cross-functional teams
- Able to analyze quantitatively, problem-solve, support scope of requirements and prioritize
- Possess strong analytical thinking skills, but also being able to work hands on with their sleeves rolled up, and a preparedness to get involved
- Experience in working with G-Sheets, Sigma, Tableau for data analysis
- Ability to deal with fast moving, ambiguous topics and distill complex problems into simple solutions
- Proven record of handling multiple projects and working to tight deadlines
Responsibilities
- Lead a small team centered around identifying & fixing top opportunities in our quality assurance programs support customer service at DoorDash
- Design, launch, and evolve our conversational intelligence program, utilizing AI technology to monitor, measure, and drive continuous improvements in our customer service interactions
- Drive the strategy of our quality assurance program, identifying the right strategies to balance manual quality assurance with speech analytics programs to eliminate poor experiences for our customers
- Work collaboratively with cross-functional operations teams in creating and standardizing processes and implementing initiatives that improve the customer support experience via quality assurance data
- Partner with cross-functional teams to direct the implementation of operational process improvement ensuring best practices and country-specific views are reflected in product development with global partners
- Ensure best-in-class processes and policies are embedded in our quality assurance program to ensure the highest standards in the support experience we provide for our customers
- Create analysis and reports across different LOBs to monitor progress and identify areas for improvement (RCA) based on key insights developed by your team
- Report regularly on key business metrics to leadership across the Customer Support organization
Preferred Qualifications
- Experience in working with customer support vendors and QA vendors is an asset