DoorDash
Sr. Manager, Network Escalations Operations
DoorDash, Chicago, Illinois, United States, 60290
Sr. Manager, Network Escalations Operations
About The Team Customer Experience and Integrity (CXI) is at the core of DoorDash’s operating engine. When high-stakes issues arise—especially those with executive visibility—we rely on our escalation network to protect brand trust, resolve friction, and fix what’s broken at the systemic level. Advanced Customer Escalations (ACE) and Disaster In Progress (DIP) are our most specialized escalation teams, focused on precision, speed, and stakeholder credibility. This role will lead that network. About The Role We’re looking for a Sr. Manager, Network Escalations Operations to lead the evolution and performance of two of DoorDash’s most high-impact customer experience teams—Advanced Customer Escalations (ACE) and Disaster in Progress (DIP). You’ll be at the forefront of designing how we respond to our most complex, high-stakes customer moments across consumers, Dashers, and merchants. Success in this role is measured by meaningful improvements in: Time to Resolve (TTR): ≤ 24 hours for executive-tier escalations Did We Resolve (DWR): ≥ 90% for resolved cases Repeat Contact Rate:
Escalation Volume Reduction: 15–20% YoY decline driven by automation, deflection, and systemic fixes OOTC Incidence Rate:
Coaching & Remediation Adoption: ≥ 95% completion rate on RCA-driven process changes within 30 days You're Excited About This Opportunity Because You Will... Own the most sensitive support flows in the company, leading Advanced Customer Escalations (ACE) and Disaster in Progress (DIP) to resolve high-priority issues with executive and executive visibility. Reduce average time-to-resolution (TTR) to under 24 hours for top-tier escalations while maintaining ≥90% resolution satisfaction. Act as the business owner for repeat contact reduction, targeting
Grow great leaders by building and mentoring a best-in-class team of 5-7 escalation team leaders and 30+ in-house specialists. Foster an inclusive, high-trust environment that embeds equity, belonging, and psychological safety across your teams. We're Excited About You Because You... Have 8+ years in customer support or escalations leadership, ideally in high-growth, high-visibility environments like consumer tech, logistics, or marketplaces. Have led specialized escalation teams responsible for handling executive-tier support cases with speed and credibility. Bring a strong cross-functional mindset—translating frontline signals into product, policy, or process change by partnering across Engineering, Product, S&O, and more. Know how to balance people leadership and operational excellence, building resilient, empowered teams while shipping meaningful outcomes. Have a track record of designing workflows and automation to remove friction, scale quality, and reduce cost without losing fidelity. Are comfortable owning the narrative with senior stakeholders, bringing structure and clarity to ambiguous or high-stakes issues. 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. Compensation The successful candidate’s 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. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. 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.
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About The Team Customer Experience and Integrity (CXI) is at the core of DoorDash’s operating engine. When high-stakes issues arise—especially those with executive visibility—we rely on our escalation network to protect brand trust, resolve friction, and fix what’s broken at the systemic level. Advanced Customer Escalations (ACE) and Disaster In Progress (DIP) are our most specialized escalation teams, focused on precision, speed, and stakeholder credibility. This role will lead that network. About The Role We’re looking for a Sr. Manager, Network Escalations Operations to lead the evolution and performance of two of DoorDash’s most high-impact customer experience teams—Advanced Customer Escalations (ACE) and Disaster in Progress (DIP). You’ll be at the forefront of designing how we respond to our most complex, high-stakes customer moments across consumers, Dashers, and merchants. Success in this role is measured by meaningful improvements in: Time to Resolve (TTR): ≤ 24 hours for executive-tier escalations Did We Resolve (DWR): ≥ 90% for resolved cases Repeat Contact Rate:
Escalation Volume Reduction: 15–20% YoY decline driven by automation, deflection, and systemic fixes OOTC Incidence Rate:
Coaching & Remediation Adoption: ≥ 95% completion rate on RCA-driven process changes within 30 days You're Excited About This Opportunity Because You Will... Own the most sensitive support flows in the company, leading Advanced Customer Escalations (ACE) and Disaster in Progress (DIP) to resolve high-priority issues with executive and executive visibility. Reduce average time-to-resolution (TTR) to under 24 hours for top-tier escalations while maintaining ≥90% resolution satisfaction. Act as the business owner for repeat contact reduction, targeting
Grow great leaders by building and mentoring a best-in-class team of 5-7 escalation team leaders and 30+ in-house specialists. Foster an inclusive, high-trust environment that embeds equity, belonging, and psychological safety across your teams. We're Excited About You Because You... Have 8+ years in customer support or escalations leadership, ideally in high-growth, high-visibility environments like consumer tech, logistics, or marketplaces. Have led specialized escalation teams responsible for handling executive-tier support cases with speed and credibility. Bring a strong cross-functional mindset—translating frontline signals into product, policy, or process change by partnering across Engineering, Product, S&O, and more. Know how to balance people leadership and operational excellence, building resilient, empowered teams while shipping meaningful outcomes. Have a track record of designing workflows and automation to remove friction, scale quality, and reduce cost without losing fidelity. Are comfortable owning the narrative with senior stakeholders, bringing structure and clarity to ambiguous or high-stakes issues. 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. Compensation The successful candidate’s 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. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. 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.
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