Operations Manager, Customer Experience

Overview

Lead a group of Operation Managers and their teams on the Integrations Support Team, driving operational results and service quality for DoorDash partners as the Hyderabad operation grows.

What you'll do

• Lead and develop high-performing teams, managing multiple team leaders and their teams to execute marketplace operations support.
• Drive strategic initiatives that enhance team performance, align with business objectives, and maintain high-quality standards across large-scale operations.
• Set, monitor, and manage performance goals at the individual and team leader levels, focusing on productivity, efficiency, and quality metrics.
• Review key performance indicators (KPIs) regularly and implement action plans to address areas of opportunity.
• Coach, mentor, and develop team leaders to enhance leadership capabilities and drive team engagement.
• Implement structured development plans to cultivate future leaders and ensure continuous growth across the organization.
• 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.
• Create, analyze, and present advanced reporting and data insights to senior leadership.
• Use data to influence operational strategy, improve processes, and drive measurable results.
• Equip team leaders with the right data and tools to make informed decisions and optimize their teams' performance.

What you'll need

• Bachelor's degree or equivalent experience.
• 2+ years or more of people management or team lead experience.
• Experience with DoorDash third-party integrations.
• Strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
• Experience pulling data and using data to influence decisions.
• A mind and talent for process improvement.
• Knowledge of Salesforce, Chartio, and Excel (able to maintain complex spreadsheets).
• Comfortable making tough decisions that balance the trade-off between quality and quantity.

Nice to have

• Knowledge of Google Sheets.
• Experience in the tech, restaurant, or logistics industries.
• Familiarity with working with large, diverse customer support, operations, and sales organizations.

Details

• Location: Hyderabad, India, at the corporate office.
• Must be physically present in the India office and reside within a commutable 50 miles of the office, given the in-person elements of the role.
• In-office days are determined by business needs and may change; the recruiter can confirm specific in-office requirements.