Website:
careersatdoordash.com
Job details:
About the Team
Customer Experience & Integrity (CXI) is one of DoorDash's core operations teams. We ensure that when challenges arise in the last mile, there's always someone ready to make things right. Our team designs, manages, and operates DoorDash's global network of support centers, with the ultimate goal of delivering a consistently exceptional customer experience.
About the Role
We're hiring a Director, Delivery Success to lead CXI's highest-volume, highest-impact operational function. Delivery Success handles all live delivery contacts across the Customer and Dasher experiences Solving problems in the moments that matter most for our Customers and Dashers!
This is a role for someone who is a relentless customer advocate and thrives creating scalable solutions in a complex environment. You'll own a globally distributed team spanning internal and partner sites and build a tiered capability model that grows associates from customer delivery basics through full customer, Dasher and Merchant expertise. You will create the strategy and drive the operational rigor that keeps millions of deliveries on track every day.
You're excited about this opportunity because you will...
Own the Strategy
- Define and execute the operating model for Delivery Success as CXI's core live-operations function, covering all delivery-related contacts across Customers and Dashers.
- Build and own a tiered capability progression
- Design and implement a skill-based pay progression framework tied to tier advancement and demonstrated capability.
- Lead annual and quarterly planning cycles for Delivery Success, partnering with WFM, Finance, and S&O to drive quality, and align headcount, cost, and capacity to volume forecasts.
- Build the long-term vision for how automation and BPO integration reduce Tier 1 volume while enabling internal teams to focus on higher-complexity work.
Drive Execution
- Oversee daily operations across multiple internal and partner sites, ensuring performance standards, quality, and SLAs are consistently met.
- Partner with BPO teams to maintain high-quality human interactions for contacts that require live support, driving network shape while also ensuring automation adoption for eligible contact types.
- Manage the operational pipeline through tiers of complexity, ensuring smooth progression, appropriate routing, and clear escalation paths to Edge Case Management.
- Build scalable playbooks, governance structures, and feedback mechanisms that allow the team to operate consistently across locations and time zones.
- Create and facilitate a high performance environment where site leads and functional managers drive and are accountable to performance targets with clear metrics, regular calibration, and direct feedback.
Influence Across the Organization
- Partner with Product, S&O, and Finance to surface operational insights that drive upstream improvements in delivery reliability and contact reduction.
- Represent Delivery Success in cross-functional forums, providing data-driven input on staffing, automation readiness, and quality.
- Serve as the operational authority on live delivery support for senior CXI leadership.
Lead a High-Performing Team
- Lead and develop senior operational leaders across the internal sites, fostering strong local culture and accountability at each site.
- Build bench strength and succession pipelines across the Delivery Success organization.
- Coach leaders through the complexity of managing large, multi-tiered teams across geographies and time zones.
- Champion a high-standards, high-support culture -- one where people grow, performance is managed directly, and the bar stays high.
We're Excited About You Because You Have...
- Customer-obsessed mindset with a bias toward resolution quality, not just throughput.
- 10+ years of operations leadership experience, with significant time leading large-scale, high-volume customer or field support functions.
- Proven experience managing multi-site, globally distributed teams including BPO partnerships across LATAM and/or APAC.
- Deep familiarity with support models, skill-based progression, and workforce capability development.
- Strong WFM and capacity planning acumen, including experience managing cost-per-contact and headcount efficiency at scale.
- Track record of driving automation adoption within live-operations environments without degrading quality.
- Exceptional people leadership skills, with a history of developing frontline and mid-level leaders in high-growth environments.
- Data-fluent, with experience using operational metrics to drive decisions and continuous improvement.
- Experience developing and managing multi year operations transformation programs
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.
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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.
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