LABS Operations Manager, MXO

About the role

At DoorDash, we're building a world-class Merchant Experience operation out of Mexico City. As we scale, we're launching a new Lab Framework - a ringfenced team structure designed to incubate specialized, high-complexity workflows within our 300+ agent operation. We're looking for a Lab Operations Manager to own this structure end-to-end, serving as the dedicated leader for our most specialized teams and the primary bridge between frontline operations and our Product and Engineering partners. We're looking for a people-first, data-driven operator to lead the MXP Lab structure in CDMX. You'll own 8-9 ringfenced Lab teams, develop and retain a group of Pod Leads, and serve as the single point of contact for cross-functional stakeholders. This is a purpose-built role - not a traditional ops manager position - designed for someone who thrives in pilot environments, builds structure from ambiguity, and knows how to protect specialized teams from the noise of high-volume operations. You'll be excited about this opportunity because you will... Own the Lab end-to-end: Lead all 8-9 ringfenced Lab teams, managing SLAs, performance, and continuous improvement across each specialized workflow. Develop your Pod Leads: Select, coach, and grow 8-9 Pod Leads, each responsible for 5-10 agents within their ringfence. Build a clear career ladder for specialized talent within the Lab structure. Be the cross-functional DRI: Serve as the single point of contact for Product, Engineering, and other stakeholders - reducing lag, accelerating iteration cycles, and ensuring Lab teams are never a bottleneck. Build and enforce governance: Own the Lab Charter compliance process and Intake Gate for new ringfences. Define what it takes for a team to enter, operate within, and graduate from the Lab model. Drive insight through data: Own the Lab reporting dashboard, use data to identify trends, and implement scalable solutions. Champion a mindset of constant iteration and being 1% better every day. Design Flex-Capacity protocols: Manage the framework for dual-hatted agents operating across Lab and Core functions. We're excited about you because... You bring 5+ years of experience in Customer Experience, Operations, or related roles in fast-paced, service-focused environments. You have proven people leadership experience, having managed team leads or supervisors - not just frontline ICs - and guided individuals through career growth. You're a strong cross-functional partner with a track record of working directly with Product and Engineering teams as a DRI. You're analytically strong - comfortable with dashboards, KPIs, and tools like Sigma, Power BI, or Mode, and able to translate data into operational decisions. You have experience in project management or overseeing cross-functional projects - you've driven initiatives from scoping to execution and kept stakeholders aligned along the way. You're fluent in both Spanish and English (B2 or above required) and can communicate clearly across all levels of the organization. You're comfortable in ambiguity - you've built or launched a new function, team, or intake process before and didn't need a perfect playbook to get started. You're humble, principled, and people-first. You lead with fairness, empathy, and integrity. You have experience in project management or overseeing cross-functional projects - you've driven initiatives from scoping to execution and kept stakeholders aligned along the way. 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 can help us go from a company that is known as the place you order 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. 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. We use Covey as part of our hiring and/or promotional process for jobs in certain locations. The Covey tool has been reviewed by an independent auditor.