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DoorDash

An on-demand delivery service.

Vendor Operations Manager
San Francisco, CA, US
Job Description / Skills Required

As part of DoorDash’s Support Team, we’re looking for an experienced Vendor Operations Manager to help develop our global support vendor strategy, plan our quarterly, monthly, daily and hourly staffing levels and ensure we’re executing on DoorDash’s customer support plan.

What You’ll Do

Manage and maintain performance of DoorDash’s offshore support vendors
Define DoorDash’s site and vendor strategy
Manage a global team of on-the-ground Vendor Operations Associates who are responsible for maintaining vendor relationships, facilitating rapid training, escalating bugs / issues that experienced by agents, and for providing first-hand insight into the day to day operations of our vendors
Help build our long-range support strategy, including how many vendors, sites, agents and hours we’ll need to meet our aggressive growth targets
Ensure that the established workforce plan is being properly adhered to by each Vendor, and that absenteeism levels are maintained
Help own and allocate our 8-figure annual support budget
Conduct cost-benefit analysis for strategic and operational decisions that are made
Work with our vendor operations team to track how our staffing is being implemented and optimized in real-time, and make corrective improvements

About You

Analytical and data driven - love getting into the weeds
Well-organized and attentive to detail; have outstanding written and verbal communications skills
Impeccable follow-up and follow-through capabilities, you can execute and get the job done
Comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously
Have an owner mentality; you're focused on quality, output driven, an extreme hustler, proactive, and always pushing yourself to do better

Qualifications

BA/BS degree or equivalent practical experience
Minimum of 3 years of experience in vendor operations and management with a 500+ FTE workforce
Prior experience with Workforce Management software (e.g., NICE, IEX, Aspect, etc.)
Experience with financial modeling, cost forecasting and simulations
Experience with Salesforce a plus

About us

Today, we’re one of the fastest, most reliable food delivery platforms in North America. But that’s just the tip of the iceberg. We want to share our revolutionary logistics technology with every business around the world, to streamline how our cities and local economies work. Make no mistake, it isn’t going to be easy, and our mission isn’t for the faint of heart. But if you’re daring, and you want to make a dent, let’s chat.