Senior Operations Manager
DoorDash
About the Team
We are a new operation in Mexico City in the process of growing! The Senior Operational Manager will be a key partner to them and the growth of our operation. You will lead a group of Operation Managers that will continue to increase our operational results. Our main goal is to ensure our consumers are receiving the level of service of a caliber of DoorDash
About the Role
DoorDash is looking for a Senior Operations Manager to execute the operational strategy and lead the new line of business of our first in-house support center in Mexico City. This person will be analytical, have a demonstrated track record of relentless, effective execution, and be excited to tackle one of our company’s most challenging business problems. Direct experience in running a top-tier, global customer support operation is highly valued but not required; we are looking for a people-centric, data-driven, action-oriented, analytical problem solver first and foremost.
You’re excited about this opportunity because you will…
- Own: Set a course, and lead your cross functional team to achieve service level agreements, customer satisfaction and efficiency metrics (AHT, Utilization, Occupancy, etc.) for each business line remain within goal
- Build: Launch DoorDash support operations in Mexico and scale the processes to turn the site into a high performance operating team based on an inclusive & engaged site culture, driving NPS on-site.
- Lead: Source, hire and lead a world-class customer support team and coach and develop a team of operations leaders
We’re excited about you because…
- You have 5+ years of professional experience in management consulting, product management, service design, customer experience, technology or other relevant fields
- You have 3+ years' experience leading a large, motivated, multi-disciplinary Customer Support team
- You have experience building a team from scratch through sourcing, interviewing and making objective decisions to hire based on the company's core values and candidate experience
- You are a leader with a track record of driving change in demanding operating environments
- You can leverage a range of tools to build and communicate data-driven recommendations
- You're collaborative and will quickly develop productive and collegial relationships with our important internal stakeholder
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.
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.
If you need any accommodations, please inform your recruiting contact upon initial connection.
We use Covey as part of our hiring and/or promotional process for jobs in certain locations.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144
To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.
