Senior Manager - Customer Experience, Learning & Development

Description:

• As DoorDash's largest core operating team, Customer Experience and Support Operations ensures that when there are bumps in the last-mile there's 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.
• 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.
• You will report to the Director of Teammate Success.
• 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 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 the completion of projects.
• Zoom into the details, and zoom out to a bird's-eye view, to understand the "why" of what led to an initiative's 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.

Requirements:

• 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 leading L&D teams.
• 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 of experience in call center leadership or BPO management.
• You have 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.

Benefits:

• We offer great compensation packages and comprehensive health benefits.
• A 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits.
• Commuter benefits match.
• Paid time off and paid sick leave in compliance with applicable laws.
• Medical, dental, and vision benefits.
• 11 paid holidays.
• Disability and basic life insurance.
• Family-forming assistance.
• A mental health program.

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