CX Operations Team Leader

About the role

DoorDash Mexico is highly focused on providing the best customer experience to all of our customers. We are customer experience driven and results oriented! We like to take ownership of our customer's needs and provide the best experience. As a Team Leader you will directly manage Teammates responsible for providing the highest quality care to our Consumers, Merchants and Dashers at the forefront of our business. This role appeals to you because you're a leader, operator, and problem solver. You'll be responsible for managing the day to day operations with an expanding company while maintaining and improving on bold quality and speed metrics for your team. NOTE: This position will support our Customer Experience center in Mexico City. You're excited about this opportunity because you will... Lead a team of motivated individuals who are focused on customer success in order to deliver on operational KPIs Support your team by being present and approachable, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback Establish and manage your team to individual and team goals and objectives and communicate performance to management and other stakeholders Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports in order to identify trends and highlight opportunities for improvement We're excited about you because... 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) You have flexibility to occasionally work shifts, holidays, and outside of standard schedule Are bilingual in Spanish and English Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey 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 aud