Associate Manager, Customer Experience

DoorDash; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading logistics and technology company in Toronto is looking for an Associate Manager for its Customer Experience team. This role involves analyzing data to enhance customer service, collaborating with various teams, and executing strategic initiatives to ensure efficient operations. The ideal candidate will have over 4 years of relevant experience and exceptional communication skills. We offer comprehensive benefits and a dynamic work environment.

Benefits

Premium healthcare

Wellness expense reimbursement

Paid parental leave

Qualifications

• 4+ years of experience in strategy, management consulting, operations, product, or related fields.
• Experience in support strategy is a plus.
• Strong written and verbal communication skills.

Responsibilities

• Generate and leverage data and insights to improve customer experience.
• Partner with teams to enhance processes for better results.
• Execute recommendations from start to finish, including analysis and testing.
• Own key business results and present outcomes to leadership.

Skills

Analytical skills

Interpersonal skills

Organizational skills

Problem-solving

Communication skills

Persuasive skills

Data analysis

Experience in customer experience

Tools

Excel

SQL

Job description

About the Team

As one of DoorDash's core operations teams, Customer Experience, ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

The Associate Manager role is part of the Customer Experience team focused on teammate support. On a typical day you might develop solutions to optimize teammate processes to ensure Customer can receive fast and fair resolutions, handle an ad-hoc request where a partner team needs help or dive into data to explain Consumer satisfaction performance at the lowest level of detail and translate them into actionable plans to hit business OKRs.

Our best Strategy & Operations Associate Managers have strong strategic skills, are equal parts analytical and creative, have exceptional interpersonal and relationship-building skills, and are willing to roll up their sleeves and do whatever it takes to make their business successful.

You’re excited about this opportunity because you will…

• Generate, dig into and leverage data and insights to identify opportunities to improve the Customer experience
• Partner with teams within and outside of support operations to improve processes and the resulting experience for Customer
• Execute your recommendations from start to finish, from digging into Excel/SQL to building a business case, aligning stakeholders, testing ideas, executing and measuring results
• Contribute the vision of the Customer Experience and key partnerships
• Own key business results and present outcomes to leadership

We’re excited about you because…

• You’re analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel.
• You have worked on projects across teams and demonstrated success in fast-paced, ambiguous environments.
• You’re organized. You thrive in creating structure out of nothing.
• You solve problems from first principles. You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
• You thrive with a diverse set of responsibilities. You love working across a breadth of disciplines and teams.
• You’re persuasive. You are an effective communicator, speaking as if you’re right and listening as if you’re wrong. You meet people on their level.
• You act with urgency. Speed excites you. You prefer an accomplishment today to an accomplishment tomorrow.
• You have strong written and verbal communication and presentation skills.
• You have experience in customer experience and strategy.
• You have 4+ years of experience in strategy, management consulting, operations, product, or related; experience in support strategy is a plus

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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.