Operations Manager, Customer Experience

About the role

We are a new operation in Hyderabad, India in the process of growing! The Senior Operational Manager will be a key partner to them and the growth of our operation. You will lead a group of Operation Managers that will continue to increase our operational results. Our main goal is to ensure our consumers are receiving the level of service of a caliber of DoorDash. As a Manager on our Integrations Support Team, you will lead a team of support professionals dedicated to providing best-in-class service for our partners. This role appeals to you because you're not only a strategic leader but also an operator and problem solver. You will drive the day-to-day operations while aligning your team's performance to meet and exceed ambitious quality, speed, and efficiency goals in an ever-growing, fast-moving environment. As a people leader, you'll be responsible for driving collaboration, empowering employee development, and fostering a problem-solving culture. You'll be expected to take ownership of your team's success, leveraging data and cross-functional partnerships to enhance processes, improve outcomes, and drive long-term growth. Because of the critical in-person elements of this role (such as facilitating 1:1 meetings, building rapport, and encouraging teamwork), you must be able to be physically present in our corporate in India office and reside within a commutable 50 miles of the office. Note: In-office days are determined by business needs and may change. Please connect with the recruiter to determine the specific in-office requirements for this role. You're excited about this opportunity because you will... Lead and develop high-performing teams: Manage multiple team leaders and their respective teams, ensuring the seamless execution of marketplace operations support. Drive strategic initiatives that enhance team performance, align with business objectives, and maintain high-quality standards across large-scale operations. Drive organizational performance: Set, monitor, and manage performance goals at both the individual and team leader levels, with a focus on improving productivity, efficiency, and quality metrics. Regularly review key performance indicators (KPIs) and implement action plans to address areas of opportunity. Foster leadership development and continuous learning: Coach, mentor, and develop team leaders to enhance their leadership capabilities, drive team engagement, and improve overall impact. Implement structured development plans to cultivate future leaders and ensure continuous growth at all levels of the organization. Optimize workflow and enhance operational delivery: 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 across the operation. Leverage data to drive strategic decisions: Create, analyze, and present advanced reporting and data insights to senior leadership. Use data to influence operational strategy, improve processes, and drive measurable results. Ensure team leaders are equipped with the right data and tools to make informed decisions and optimize their teams' performance. We're excited about you because... You have experience with DoorDash third-party integrations You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance You increase results, and are constantly evaluating how and whether your team's activities are achieving the desired, measurable impact You are an operator, you translate analysis to actions quickly, to test your hypotheses and use 'first principles' to solve challenging business problems at their root level You are an owner, always looking for opportunities to better your work product You are comfortable making tough decisions that balance the trade-off between quality and quantity You have a Bachelor's degree or equivalent experience You have 2+ year or more of people management or team lead experience You have a mind and talent for process improvement You have experience in pulling data and using data to influence your decisions You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets (preferred) You have experience in the tech, restaurant, or logistics industries (preferred) You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred) 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 by enabling door-to-door delivery, and we are looking for team members who

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