Operations Manager

DoorDash Mexico; Ciudad de México; A distancia; MXN 900,000 - 1,200,000; Jornada completa

Descripción de la vacante

A leading logistics platform is looking for an Operations Manager to oversee the Merchant Experience Operation team in Mexico City. The role requires strong leadership to enhance customer experiences and drive operational excellence. The ideal candidate has over 8 years of experience in customer experience or operations, with proven skills in coaching teams and analyzing data. This position supports a customer-obsessed culture aimed at delivering exceptional service.

Servicios

Comprehensive benefits

Career advancement opportunities

Support for employee well-being

Formación

• 8+ years of experience in Customer Experience, Operations, or similar roles.
• Proven leadership in developing high-performing teams.
• Intermediate to advanced Excel skills.

Responsabilidades

• Lead and develop a team in customer experience operations.
• Drive operational excellence through daily management.
• Collaborate cross-functionally to enhance customer interactions.
• Use data to identify trends and improve processes.

Conocimientos

Customer Experience Management

Leadership

Data Analysis

Team Collaboration

Excel Skills

Descripción del empleo

At DoorDash, we're building a world-class Operations team to support our rapidly growing Australian market. As we scale, we're looking for an Operations Manager to lead in delivering exceptional service to our customers, merchants, and Dashers. You'll be at the forefront of operational excellence and play a critical role in developing our team and driving performance in a high-growth environment.

About the Role

We're seeking an experienced, people-first operator to lead our Merchant Experience Operation team in Australia. You will oversee customer experience consultants, coach for performance, and continuously improve processes to deliver a best-in-class support experience.

At DoorDash, we’re customer-obsessed—everything we do starts with making life better for the people we serve. This is your opportunity to build and lead a team that embodies that obsession, working cross-functionally to achieve excellent outcomes and operational efficiency.

Your Responsibilities Include:

1. Lead, coach, and develop: Set your team up for success through onboarding, performance coaching, and career development.
2. Drive operational excellence: Manage daily operations including workforce planning, scheduling, timecard approvals, and maintaining/updating SOPs.
3. Elevate customer experience: Collaborate with cross-functional partners to ensure high standards in customer interactions. Provide resources and context to your team to delight customers at every touchpoint.
4. Continuously improve: Use data to analyze team performance, identify trends, and implement scalable solutions. Promote a mindset of continuous improvement and striving to be “1% better every day.”

Ideal Candidate Profile:

• You bring 8+ years of experience in Customer Experience, Operations, or related roles in fast-paced, service-focused environments.
• You have proven leadership experience, coaching and developing high-performing teams and guiding individual growth.
• You are collaborative and team-oriented, yet confident as an individual contributor when necessary.
• You possess analytical skills, enjoy working with data, have intermediate to advanced Excel skills, and can translate insights into action.
• You are humble, principled, and people-first, leading with fairness, empathy, and integrity.

Note: This role is for applicants in NYC or remote positions associated with our NYC office. We use Covey in our hiring and promotional processes for these locations, and results of an independent audit of Covey can be viewed here: Covey.

About DoorDash

Our mission is to empower local economies. We move quickly, learn, and iterate to make impactful decisions that display empathy for our users—from Dashers to merchants to consumers. Starting as a food delivery service, we aim to become the go-to platform for all goods.

We are growing rapidly and offer our team members opportunities to solve new challenges, share perspectives, and advance their careers. We support employee well-being through comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We are dedicated to fostering an inclusive community, hiring diverse teams from all backgrounds. We believe innovation happens when everyone has a seat at the table and access to resources to succeed. If you need accommodations, please inform your recruiting contact upon initial connection.