Operations Manager, Customer Experience

About the Team

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.

About the Role

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 desir