This role manages the support experience of DoorDash's international last-mile logistics platform by partnering with BPOs to ensure quality meets expectations
Job Summary
This role manages the support experience of DoorDash's international last-mile logistics platform by partnering with BPOs to ensure quality meets expectations.
The successful candidate will execute quality monitoring programs that result in measurable behavioral changes in agents and drive accountability for results across all sites.
Candidates must demonstrate AI fluency by identifying and implementing new AI solutions to optimize support partner operations and performance.
Matching Summary
This role manages the support experience of DoorDash's international last-mile logistics platform by partnering with BPOs to ensure quality meets expectations.
Skills & Requirements
Must-have
Manage BPO support partners
Drive SLA and CSAT metrics
Execute quality monitoring programs
Identify root causes of performance deficits
Partner with training teams on compliance
Develop long-term quality strategy
Nice-to-have
AI fluency for operations optimization
Experience mentoring leadership talent
Ability to present to executive audiences
Strong cross-functional collaboration skills
Proactive risk identification strategies
Key Requirements
Senior Manager level experience
Background in customer experience management
Experience managing Business Process Outsourcing (BPO) vendors