DoorDashs Customer Experience Integrity (CXI) team owns the customer support experience for one of the largest last-mile logistics platforms in the world. Within CXI, the Partner Success team manages our global network of BPO partners 10K+ agents across 20+ sites and 7 vendors and is accountable for the day-to-day quality, productivity, and reliability of the support those teams deliver to our customers and Dashers.
About the Role
DoorDash is looking for a Senior Manager, Customer Experience Partner Success to be the DoorDash owner of multiple BPO partners, including our largest and most complex accounts (multiple sites, 4K+ agents). You will be the single point of accountability for those partners performance against our full Customer Experience matrix, and you will shape the strategy and operating model.
This is a role for someone who has run a partner portfolio before. You will report to DoorDashs Director, Partner Success. We are open to remote candidates.
Youre excited about this prospect because you will
- Own the relationship for multiple BPO partners,
including our largest and most complex accounts, against DoorDashs full Customer Experience performance matrix.
- Design and own the performance-management strategy and operating model for your portfolio end-to-end, producing the Weekly and Monthly Business Reviews that roll into cross-functional leadership reviews.
- Independently structure and lead end-to-end strategy for complex, ambiguous performance challenges proactively diagnosing existing and net-new issues, designing the remediation, and driving execution with minimal guidance.
- Partner with Training, Quality, and Content teams to design and reinforce compliance strategy for new launches, processes, and policies across your partners floors.
- Lead cross-functional initiatives with Training, Workforce Management, Product, and Engineering, among others, to unblock partner performance and influence functional strategy beyond your o