About the Team

At DoorDash, we’re obsessed with every detail of the customer experience. We believe that our long term success is rooted in making every single customer interaction flawless. The Customer Experience team is responsible for the front lines of this goal -- we’re building tools, technologies and processes to ensure that our customers walk away from every customer support interaction feeling cared for. The Customer Experience Business Applications team is responsible for building some of our most critical customer experiences with enterprise software. We create leverage by being smart about buy-vs-build decisions, and create custom functionality on top of platforms like Salesforce and Amazon AWS. Our team underpins nearly every customer support need -- from routing to personalization to measurement and more. 

 

About the Role

As the Business Applications Manager for the Customer Experience team, you will be a part of DoorDash's product orginization and report into a Senior leader. You will also be responsible for building the vision and leading the execution for our business application stack. You’ll deeply understand our systems and create a roadmap that scales our customer experience into new verticals, use cases and geographies. This role will rely on strong prioritization, crisp cross-org communication, and a deep technical understanding of current and future business systems.

You’re excited about this opportunity because you will…

  • Build and lead a team of program managers and business systems analysts
    • You’ll lead and expand a team of experts across your functional areas -- Salesforce, Amazon Connect and more
    • You’ll coach and mentor your team, creating clear career paths and plans to help them achieve their personal and career goals
    • You’ll partner with the Business Applications engineering team to develop custom solutions on top of existing software to handle some of our most important functions like routing, customer feedback and automated defect detection
  • Own a portfolio of high-impact initiatives
    • Build and execute on a roadmap of high-impact customer experience initiatives
    • You’ll design the processes and practices that allow DoorDash to execute at lightning speed
    • You and your team will work closely with stakeholders in Product, Operations, Engineering and IT to ruthlessly prioritize 
    • You’ll collaborate closely with Business Applications engineering to strike the right balance between new features, scalability and reliability
  • Create the strategy for how we use third party business applications to accelerate our support objectives
    • You’ll push the envelope with new technologies, constantly looking for opportunities to leverage best-in-class systems to improve our customer experience
    • You’ll constantly test and pilot new software, looking for creative ways to solve problems and improve our operations
    • You’ll own customer-facing metrics for support quality and efficiency

We’re excited about you because…

  • 10+ years experience managing enterprise software solutions in a fast paced environment across multiple teams
  • 4+ years of experience leading a team of 3 or more direct reports 
  • 4+ years of strong technical experience with Salesforce in a large-scale enterprise environment
  • Experience with agile project management and scrum methodology
  • Experience working with technical teams, including engineering managers, developers, systems architects and admins
  • Strong presentation, technical writing, analytical & communication skills
  • Telephony experience (especially Amazon Connect) is a plus

Why You’ll Love Working at DoorDash

We are leaders – Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day. 
We are learners – Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.
We are one team – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights. 

 

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly and always learn and reiterate to support merchants, Dashers and the communities we serve. 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. Read more on the DoorDash website, the DoorDash blog, the DoorDash Engineering blog, and the DoorDash Careers page.

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. Our leaders seek the truth and welcome big, hairy, audacious questions. We are grounded in our company values, and we make intentional decisions that are both logical and display empathy for our range of users—from Dashers to Merchants to Customers.

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. 

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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At DoorDash, we strive to create a culture of belonging where everyone can bring their best selves to work. Our goal is to ensure that diverse identities and perspectives are valued and can thrive. We are continuously evaluating our employee and candidate programs and processes and identifying ways to ensure they are inclusive and equitable. We encourage you to share a bit more about yourself below so we can continue to improve the overall candidate experience and inform future diversity and inclusion initiatives. 

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