Operations Manager, Customer Experience
DoorDash India · Posted Oct 21
Software development, engineering support, and technology services for a global local commerce platform
Get a personal compatibility score
Add a resume for personal matches
About the role
DoorDash India's Hyderabad operation is a newly growing site focused on delivering DoorDash-caliber service to consumers through marketplace operations support. The Integrations Support Team provides best-in-class service for partners, and this role leads a group of support team leaders in a fast-moving, data-driven environment. The Operations Manager drives daily operations, KPI and SLA performance, leadership development, process improvement, and reporting for senior leadership, and is required to be physically present in the India office within a commutable 50 miles.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- You have experience with DoorDash third-party integrations
- 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)
Benefits and support
- Compensation and benefits are detailed in the job posting
About DoorDash India
DoorDash Technologies India Private Limited acts as an Indian subsidiary and engineering/technology hub for DoorDash, Inc., supporting its global local commerce and delivery platform operations. The entity operates primarily as a corporate and technical setup in India rather than a consumer-facing delivery marketplace. It provides core technological backing, research, and software development services to the parent company.
- Industry
- Software & IT Services
- Company size
- 50-100 employees
- Founded
- 2020-01-23
- Location
- Pune, Maharashtra, India
- Funding stage
- Public Company
Funding
Public Company · $2.5B raised
- 2020-06-18Series H$400M
Recent coverage
Analytics India Magazine
DoorDash Opens First India Hub in Hyderabad, Plans to Scale Team to 3,0002026-09-30
The Economic Times
DoorDash opens first India Office, plans to scale tech, support team to 3,0002026-09-30
MT Newswires
Update: DoorDash Sets Up India Talent Hub, Aims to Scale Workforce to Over 3,0002026-09-30