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Supervisor, Merchant Experience Jobs
Company | DoorDash |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-07-03 |
Posted at | 11 months ago |
About The Team
- Manage a team of 15-18 Merchant Experience Partners to hit metrics, while also promoting a culture of pride, care, and enthusiasm for the work they're doing.
- Create performance improvement and career development plans for each member of your team.
- You are as passionate about Operations as you are about the Customer/Merchant Experience, and on top of that, you enjoy managing a team and promoting talent.
- Work with DoorDash's Merchant Support Operations, Partner Integrations and Live Operations teams to implement outstanding support.
- Be a point of escalation from Merchant partners such as Enterprise Partner Managers or Engagement Managers with a willingness to find a solution at all costs.
- Become an expert across all-things-Merchant at DoorDash. This includes our sister-platform, Caviar.
- Be a liaison between DoorDash, Merchants and our teams for escalated issues.
- You think about scalable processes and long-term vision and build the infrastructure to get there.
- You have 2+ years of experience in any of the following and are eager to broaden your skills in the others: contact center operations, customer/merchant/brand Experience, process improvement, project management, account management.
- You're excited about this opportunity because you will…
- Monitor, review and assess CSAT and NPS responses to identify areas of opportunity and feedback for Merchant Experience Partners.
- Report on team performance to leadership weekly; create open communication channels that share wins and challenges.
- You enjoy building new processes and optimizing operations from the ground up. You understand grey area, risk, and are comfortable working and producing measurable results.
- You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets.
- You have experience pulling data and using data to influence your decisions.
- You're curious, always learning, and eager to find out the "why".
- You're passionate about our business.
- You have familiarity with working with large, diverse customer support, operations, and sales organisations.
- You have experience achieving deliverables on a small to medium sized team.
- You have experience in the tech, restaurant, or logistics industries.
- You have 4+ years of relevant work experience, with at least 2 years of experience managing people.
- You have experience participating in projects.
- You are as comfortable operating from a high as you are at the micro-granular level.
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