Operations Manager, Customer Experience

About the Team
We are a new operation in Hyderabad, India in the process of growing! The Senior Operational Manager will be a key partner to them and the growth of our operation. You will lead a group of Operation Managers that will continue to increase our operational results. Our main goal is to ensure our consumers are receiving the level of service of a caliber of DoorDash.
About the Role
As a Manager on our Integrations Support Team, you will lead a team of support professionals dedicated to providing best-in-class service for our partners. This role appeals to you because you're not only a strategic leader but also an operator and problem solver. You will drive the day-to-day operations while aligning your team's performance to meet and exceed ambitious quality, speed, and efficiency goals in an ever-growing, fast-moving environment.
As a people leader, you'll be responsible for driving collaboration, empowering employee development, and fostering a problem-solving culture. You'll be expected to take ownership of your team's success, leveraging data and cross-functional partnerships to enhance processes, improve outcomes, and drive long-term growth. Because of the critical in-person elements of this role (such as facilitating 1:1 meetings, building rapport, and encouraging teamwork), you must be able to be physically present in our corporate in India office and reside within a commutable 50 miles of the office.
Note: In-office days are determined by business needs and may change. Please connect with the recruiter to determine the specific in-office requirements for this role.
You're excited about this opportunity because you will…
Lead and develop high-performing teams: Manage multiple team leaders and their respective teams, ensuring the seamless execution of marketplace operations support. Drive strategic initiatives that enhance team performance, align with business objectives, and maintain high-quality standards across large-scale operations.
Drive organizational performance: Set, monitor, and manage performance goals at both the individual and team leader levels, with a focus on improving productivity, efficiency, and quality metrics. Regularly review key performance indicators (KPIs) and implement action plans to address areas of opportunity.
Foster leadership development and continuous learning: Coach, mentor, and develop team leaders to enhance their leadership capabilities, drive team engagement, and improve overall impact. Implement structured development plans to cultivate future leaders and ensure continuous growth at all levels of the organization.
Optimize workflow and enhance operational delivery: Oversee daily operations at scale by managing resources effectively across multiple teams. Implement and refine operational processes, adjust resource allocation to meet service level agreements (SLAs), and drive consistency and efficiency across the operation.
Leverage data to drive strategic decisions: Create, analyze, and present advanced reporting and data insights to senior leadership. Use data to influence operational strategy, improve processes, and drive measurable results. Ensure team leaders are equipped with the right data and tools to make informed decisions and optimize their teams' performance.
We're excited about you because…
You have experience with DoorDash third-party integrations
You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
You increase results, and are constantly evaluating how and whether your team's activities are achieving the desired, measurable impact
You are an operator, you translate analysis to actions quickly, to test your hypotheses and use 'first principles' to solve challenging business problems at their root level
You are an owner, always looking for opportunities to better your work product
You are comfortable making tough decisions that balance the trade-off between quality and quantity
You have a Bachelor's degree or equivalent experience
You have 2+ year or more of people management or team lead experience
You have a mind and talent for process improvement
You have experience in pulling data and using data to influence your decisions
You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets (preferred)
You have experience in the tech, restaurant, or logistics industries (preferred)
You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)
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.
We use Covey as part of our hiring and/or promotional process for jobs in certain locations.
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.

Work arrangement
No