Associate Manager, Agent Tooling Strategy & Operations Lead

Who you are

You have a strong background in operations and strategy, with experience in managing product feature roadmaps and collaborating with cross-functional teams. You are a strategic problem solver who thrives in a fast-paced environment and is excited about improving customer experiences through effective tooling solutions. You understand the importance of agent capacity management and have a keen interest in optimizing case management processes. Your ability to work seamlessly with internal operations, product engineering, analytics, and workforce management teams sets you apart. You are adaptable and ready to tackle the challenges that come with scaling operations in a dynamic environment.

What you'll do

In this role, you will define product feature roadmaps in collaboration with the product engineering team, ensuring that agents have the tools they need to provide exceptional customer support. You will oversee the strategy and operations of centralized tooling, focusing on case management, routing, and agent capacity management. Your responsibilities will include driving tooling consolidation and unification efforts, which are critical for enhancing the efficiency of customer interactions. You will work closely with various teams, including internal operations and analytics, to ensure that all aspects of the customer experience are optimized. You will also be responsible for identifying and solving complex problems that arise in the last mile of deliveries, ensuring that agents are equipped to handle customer issues effectively.

What we offer

At DoorDash, we value innovation and collaboration. You will be part of a team that is dedicated to improving the customer experience through strategic operations and effective tooling solutions. We offer a supportive work environment where your contributions will directly impact our operations and customer satisfaction. You will have opportunities for professional growth and development as you work alongside talented individuals in a mission-driven organization. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of diverse backgrounds and perspectives.