About the Team

As DoorDashs largest core operating team, Customer Experience and Support Operations ensures that when there are bumps in the last-mile theres always someone there to make things right. Our team supports consumers, and dashers,s who need our help and we have a network of thousands of agents answering questions and fixing issues. We are customer-obsessed and aim 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 Dashers, Consumers, and New Business Verticals You 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 support these experiences.

You will report to the Director of Teammate Success.

Youre excited about this opportunity because you will…

Be the primary L&D partner for Consumers, Dashers and New Business Verticals,to understand core customer experience strategies, develop an L&D strategy, and break these down into tangible learning programs for support agents
Leverage Automated QA, and other AI signals to 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 with organizational strategic priorities
Oversee the roadmap and prioritization of Audience-specific L&D projects
Agree on success metrics with partners before launching an initiative and measure out on progress along the way, and share-out on results and insights at the conclusion of an initiative
Monitor headwinds, and understand the impact of external variables that might affect results
Work with the team and partners through completion of projects
Zoom into the details, and zoom out to a birds-eye view, to understand the why of what led to an initiatives success or failure, to create a culture of learning
Identify opportunities to improve feedback loops between the field and audience team to promote continuous improvement
Foster collaboration and engagement, both within DoorDash and externally with our vendor partners
Work 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

Were excited about you because…

You have a vision for the future of L&D in an evolving world, and are passionate about creating learning and development programs at scale
You have experience managing teams and coaching
You have a unique combination of L&D experience and operational experience such as management consulting, finance, private equity, technology or a related field
You have 5+ years experience in call center leadership or BPO management experience as a trainer or in developing instructional materials
You enjoy digging into details
You enjoy collaboration and know how to develop productive relationships with partners
You know how to present complex information both written, and verbal
You use data in your decision-making process. You are comfortable pulling data from multiple sources, reading and analyzing data, doing analysis in excel (can maintain complex spreadsheets) or google sheets, and partnering with analytics partners for more complex analyses. Proficient in SQL.
You have project management skills
You are focused on quality, output-motivated, and always pushing yourself to do better.
You recommend solutions to complex problems while also completing many projects and priorities day-to-day.

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

Compensation

The successful candidates starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. Thats why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act) (for salaried roles: flexible vacation, plus 80 hours of paid sick time per year; for hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week), 16 weeks of paid parental leave, a wellness benefit, and a commuter benefit match.

Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within the United States.

$156,400—$230,000 USD

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. Were 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.