Senior Manager, Customer Experience: Learning & Development

DoorDash; Phoenix (AZ); Remote; USD 80,000 - 110,000; Full time

Job summary

An innovative company is seeking a Senior Manager in Learning and Development to enhance customer experience strategies. This role involves creating impactful learning programs for support agents, leveraging data analysis to drive performance improvements, and collaborating with various teams to foster a culture of continuous learning. If you are passionate about shaping the future of learning in a dynamic environment and possess strong leadership and analytical skills, this opportunity is perfect for you. Join a team that is dedicated to providing exceptional support and driving organizational success.

Qualifications

• 5+ years of experience in call center leadership or BPO management.
• Experience in creating scalable learning programs and coaching teams.

Responsibilities

• Lead the L&D strategy for customer experience across various segments.
• Analyze data to measure the impact of learning programs.

Skills

Leadership

Learning and Development Strategy

Data Analysis

Project Management

SQL

Education

Bachelor's Degree

Master's Degree

Tools

Automated QA Tools

Data Analysis Software

Job description

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About The Team
As DoorDash's largest core operating team, Customer Experience and Support Operations ensures that when there are bumps in the last-mile, there's always someone there to make things right. Our team supports consumers and dashers, with a network of thousands of agents answering questions and fixing issues. We are customer-obsessed and aim to give each customer who contacts us the best possible experience.

About The Role
DoorDash is looking for a Learning and Development Senior Manager who will lead the customer experience learning and development strategy for Dashers, Consumers, and New Business Verticals. You will partner with L&D operations to translate the customer experience strategy into tangible support teammate learning programs, to ensure our global network of support teammates are equipped to support these experiences. You will report to the Director of Teammate Success.

You're Excited About This Opportunity Because You Will…

• Be the primary L&D partner for Consumers, Dashers, and New Business Verticals to understand core customer experience strategies, develop an L&D strategy, and break these down into tangible learning programs for support agents.
• Leverage Automated QA and other AI signals to identify and target performance improvement opportunities and measure the impact of learning programs through data analysis.
• Guide the business in prioritizing and developing learning solutions that support organizational strategic priorities.
• Oversee the roadmap and prioritization of audience-specific L&D projects.
• Agree on success metrics with partners before launching initiatives, monitor progress, and share results and insights at the conclusion.
• Monitor external variables that might affect results and understand their impact.
• Work with the team and partners through project completion.
• Zoom into details and the big picture to understand the reasons behind the success or failure of initiatives, fostering a culture of learning.
• Identify opportunities to improve feedback loops between the field and audience team for continuous improvement.
• Foster collaboration within DoorDash and externally with vendor partners.
• Work with operations partners to ensure support teammates are equipped with the necessary knowledge and tools.
• Measure support teammate performance and correlate it with the efficacy of learning programs.

We're Excited About You Because…

• You have a vision for the future of L&D in an evolving world and are passionate about creating scalable learning programs.
• You have experience managing teams and coaching.
• You possess a unique combination of L&D and operational experience, such as management consulting, finance, private equity, or technology.
• You have 5+ years of call center leadership or BPO management experience as a trainer or instructional designer.
• You enjoy analyzing details and collaborating effectively.
• You can present complex information clearly in written and verbal formats.
• You are data-driven, comfortable using SQL, and can analyze data from multiple sources.
• You have strong project management skills, are quality-focused, and continuously seek improvement.

Note: This role is based in NYC or remote with an NYC office, and the application process may involve Covey assessments. Details about compensation, benefits, and diversity initiatives are included in the full description.