DoorDash
Associate Manager, Agent Tooling Strategy & Operations Lead
DoorDash, Chicago, Illinois, United States, 60290
Overview
Associate Manager, Agent Tooling Strategy & Operations Lead We are hiring to support the strategy and operations of centralized tooling for agents, including case management and routing, agent capacity management and assignment, know your customer efforts, tooling consolidation, and related initiatives. The role reports to a Tx efficiency team lead within the Customer Experience & Integrity (CXI) Organization. About The Team
DoorDash CXI ensures someone is there to help make things right on the last mile of deliveries. The Tx efficiency team equips agents to handle customer issues and drive a great experience, owning the customer experience across all platforms and playing a critical role in resolving complex interactions. About The Role
We’re hiring to help deliver and scale internal product tooling for agents to provide customers a better and more efficient support experience. You will own the strategy and operations of centralized tooling with responsibilities including case management and routing, agent capacity management and assignment, know your customer efforts, tooling consolidation and unification, and more. You should have demonstrated experience, effective execution, and a passion for solving challenging problems. You’ll be a strategic problem solver responsible for helping ensure a large cross-functional team — including internal operations, product and engineering, analytics, learning and development, partner success, and workforce management — works together to provide an exceptional customer experience. You will report to a lead within the Tx efficiency team in the broader CXI Organization. You’re Excited About This Opportunity Because You Will…
Define product feature roadmaps with the product engineering team Develop project plans across relevant stakeholder groups to ensure successful development and deployment of features Act as the quality assurance arm of development; flag critical quality blockers and risk mitigations Contribute to continuous improvement of features with post-launch defect tracking and remediation Collaborate with cross-functional partners including Product, Analytics, Engineering, Global Support Ops to create and improve tooling Gain visibility from organizational leadership by leading strategic, high-impact areas of the business We’re Excited About You Because…
You’re organized and can create structure where none exists You solve problems from first principles and prefer innovative approaches over "this is how it’s always been done" thinking You thrive with a broad set of responsibilities across disciplines and teams You’re analytical and comfortable pulling data in SQL or modeling in Excel You’re persuasive and communicate effectively, meeting people at their level You act with urgency and prefer timely accomplishments You’re relentless and willing to do what it takes to win Bachelor’s Degree You have 5+ years of experience in a competitive or challenging environment You can exercise discretion and independent judgment in performing duties, including evaluating options and determining appropriate actions Compensation & Benefits
The compensation range for this position is $64,000—$94,100 USD, localized by work location. The role includes opportunities for equity grants. DoorDash offers a comprehensive benefits package including health benefits, retirement plans, paid time off, parental leave, wellness benefits, and more. For details, see the careers page. Equal Opportunity
DoorDash is committed to diversity and inclusion and prohibits discrimination or harassment based on protected characteristics. We encourage applicants from all backgrounds to apply. If you need accommodations, please inform your recruiting contact.
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Associate Manager, Agent Tooling Strategy & Operations Lead We are hiring to support the strategy and operations of centralized tooling for agents, including case management and routing, agent capacity management and assignment, know your customer efforts, tooling consolidation, and related initiatives. The role reports to a Tx efficiency team lead within the Customer Experience & Integrity (CXI) Organization. About The Team
DoorDash CXI ensures someone is there to help make things right on the last mile of deliveries. The Tx efficiency team equips agents to handle customer issues and drive a great experience, owning the customer experience across all platforms and playing a critical role in resolving complex interactions. About The Role
We’re hiring to help deliver and scale internal product tooling for agents to provide customers a better and more efficient support experience. You will own the strategy and operations of centralized tooling with responsibilities including case management and routing, agent capacity management and assignment, know your customer efforts, tooling consolidation and unification, and more. You should have demonstrated experience, effective execution, and a passion for solving challenging problems. You’ll be a strategic problem solver responsible for helping ensure a large cross-functional team — including internal operations, product and engineering, analytics, learning and development, partner success, and workforce management — works together to provide an exceptional customer experience. You will report to a lead within the Tx efficiency team in the broader CXI Organization. You’re Excited About This Opportunity Because You Will…
Define product feature roadmaps with the product engineering team Develop project plans across relevant stakeholder groups to ensure successful development and deployment of features Act as the quality assurance arm of development; flag critical quality blockers and risk mitigations Contribute to continuous improvement of features with post-launch defect tracking and remediation Collaborate with cross-functional partners including Product, Analytics, Engineering, Global Support Ops to create and improve tooling Gain visibility from organizational leadership by leading strategic, high-impact areas of the business We’re Excited About You Because…
You’re organized and can create structure where none exists You solve problems from first principles and prefer innovative approaches over "this is how it’s always been done" thinking You thrive with a broad set of responsibilities across disciplines and teams You’re analytical and comfortable pulling data in SQL or modeling in Excel You’re persuasive and communicate effectively, meeting people at their level You act with urgency and prefer timely accomplishments You’re relentless and willing to do what it takes to win Bachelor’s Degree You have 5+ years of experience in a competitive or challenging environment You can exercise discretion and independent judgment in performing duties, including evaluating options and determining appropriate actions Compensation & Benefits
The compensation range for this position is $64,000—$94,100 USD, localized by work location. The role includes opportunities for equity grants. DoorDash offers a comprehensive benefits package including health benefits, retirement plans, paid time off, parental leave, wellness benefits, and more. For details, see the careers page. Equal Opportunity
DoorDash is committed to diversity and inclusion and prohibits discrimination or harassment based on protected characteristics. We encourage applicants from all backgrounds to apply. If you need accommodations, please inform your recruiting contact.
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