Experienced Customer Experience Manager – Global Help Desk Operations and Quality Assurance

About the Company At DoorDash, we're revolutionizing the way people think about food delivery and beyond. Our mission is to empower local economies by connecting consumers with their favorite restaurants and stores. We're a technology and logistics company that's growing rapidly, and we're looking for talented individuals to join our team. As a Customer Experience Manager, you'll play a critical role in shaping the future of our company and helping us achieve our goals. About the Job We're seeking an experienced Customer Experience Manager to join our team and lead the quality assurance efforts of our global help desk operations. As a key member of our customer experience team, you'll be responsible for driving quality improvements and ensuring that our help desk operations meet the highest standards of excellence. You'll work closely with our help desk partners to identify areas for improvement and develop strategies to address them. Key Responsibilities * Develop and implement quality assurance programs to drive improvements in help desk performance metrics, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and other key metrics. * Collaborate with help desk partners to identify areas for improvement and develop strategies to address them. * Conduct regular quality audits to ensure that help desk operations meet DoorDash's quality standards. * Develop and maintain relationships with help desk partners to ensure that they have the resources and support they need to succeed. * Analyze data and metrics to identify trends and opportunities for improvement. * Develop and implement process improvements to increase efficiency and reduce costs. * Work closely with other teams, including customer experience, operations, and logistics, to ensure that help desk operations are aligned with company goals and objectives. Essential Qualifications * Bachelor's degree in a quantitative or business field, or equivalent experience. * 4+ years of experience in a customer experience or quality assurance role, preferably in a help desk or contact center environment. * Proven track record of driving quality improvements and increasing efficiency in a help desk or contact center environment. * Strong analytical and problem-solving skills, with the ability to analyze data and metrics to identify trends and opportunities for improvement. * Excellent communication and interpersonal skills, with the ability to work effectively with help desk partners and other stakeholders. * Ability to work in a fast-paced, dynamic environment and prioritize multiple tasks and projects simultaneously. Preferred Qualifications * Master's degree in a quantitative or business field, or equivalent experience. * Experience working in a global help desk or contact center environment. * Certification in a quality assurance or customer experience field, such as Six Sigma or Certified Customer Experience Professional (CCEP). * Experience working with data analytics tools and software, such as Tableau or Power BI. * Fluency in multiple languages, including English and Spanish. Skills and Competencies * Strong analytical and problem-solving skills, with the ability to analyze data and metrics to identify trends and opportunities for improvement. * Excellent communication and interpersonal skills, with the ability to work effectively with help desk partners and other stakeholders. * Ability to work in a fast-paced, dynamic environment and prioritize multiple tasks and projects simultaneously. * Strong attention to detail and ability to maintain high levels of accuracy and quality. * Ability to work collaboratively with other teams and stakeholders to achieve company goals and objectives. * Strong business acumen and understanding of the customer experience industry. Career Growth Opportunities and Learning Benefits At DoorDash, we're committed to helping our employees grow and develop their careers. As a Customer Experience Manager, you'll have opportunities to: * Develop your skills and knowledge in customer experience and quality assurance. * Work with a talented team of professionals who are passionate about delivering exceptional customer experiences. * Collaborate with other teams and stakeholders to drive business growth and improvement. * Participate in training and development programs to enhance your skills and knowledge. * Take on new challenges and responsibilities as you grow and develop in your career. Work Environment and Company Culture At DoorDash, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the following values: * Customer obsession: We're passionate about delivering exceptional customer experiences and exceeding our customers' expectations. * Innovation: We're constantly looking for new and better ways to solve problems and improve our operations. * Collaboration: We work together as a team to achieve our goals and support each other in our careers. * Integrity: We're committed to doing the right thing, even when it's hard, and maintaining the highest levels of ethics and integrity. * Fun: We believe that work should be fun and enjoyable, and we strive to create a positive and inclusive work environment that supports the well-being and success of our employees. Compensation, Perks, and Benefits At DoorDash, we offer a comprehensive compensation and benefits package that includes: * Competitive base salary and bonus structure. * Comprehensive health insurance, including medical, dental, and vision coverage. * 401(k) plan with company match. * Paid time off and holidays. * Access to a range of employee benefits, including mental health resources, employee assistance programs, and more. * Opportunities for professional development and career growth. * A fun and inclusive work environment that supports the well-being and success of our employees. How to Apply If you're passionate about delivering exceptional customer experiences and driving quality improvements, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!