People Matter

Director Strategy & Customer Success, DoorDash for Business

DoorDash

DoorDash

Customer Service, Sales & Business Development
San Francisco, CA, USA · Los Angeles, CA, USA · New York, NY, USA
Posted on Thursday, February 22, 2024

About the Team

DoorDash for Business provides meals solutions to companies, but we aren’t stopping there. Our mission is to become a premier benefits partner for executives, employees and administrators across the globe, leveraging the DoorDash platform to deliver industry-leading selection, quality, and customer service to every business customer, for every business use case. We are building an entrepreneurial, customer-obsessed, and fast moving team to create the right products and services for the future of work.

About the Role

We are looking for an experienced leader to own Strategy and Customer Success for DDFB. In this role, you will define the vision, set the strategy, and lead execution for our end-to-end customer experience. You will lead Strategy & Planning, identifying new products & services and overall growth opportunities for DoorDash for Business. You will oversee front-line teams (Implementation, VIP Support escalations, Billing/Invoicing) and partner with the Senior Manager of Customer Success to increase product usage, improve service levels and customer satisfaction, and scale operations. You will figure out how to get our business from here to full potential, constantly testing new opportunities to improve. You will set strategy, operate and implement, work cross-functionally and lead with empathy.

You’re excited about this opportunity because you will…

  • Strategize. From first principles, you’ll help develop the optimal strategy for DoorDash to win the Business audience. You’ll identify and quantify the biggest growth levers, set goals for cross functional teams, and manage operating cadences to create accountability and maximize learnings.
  • Build. You will transform our Customer Success capability, designing and building the right organization, processes and programs to maximize the value that each client gets out of partnering with DoorDash. You will partner with tech teams to build products that improve the customer experience and unlock larger addressable audiences.
  • Scale. You will partner with Sales, tech, and centralized teams (Accounting, Compliance) to improve the efficiency of our client-facing processes through more automation and systemization. You will develop systems for capturing feedback & building it into Product, Operations and GTM.
  • Collaborate. You’ll lead a highly cross-functional team to drive growth by partnering with engineering, product, design, sales, operations, finance, and marketing. You will help the team maneuver through conflicting priorities and set a clear a path forward to achieve a mutually beneficial outcome.
  • Lead. You’ll manage, develop and continue to build a high-performing team.

We’re excited about you because…

  • You solve problems from first principles, starting with the customer. You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking. You start with a clear understanding of the customer's needs and measure success based on how well we deliver on those needs.
  • You’re equally comfortable operating at 10,000 feet and the lowest level of detail. You don’t hesitate to get in the weeds and work at the most basic level of detail, but you’re just as comfortable thinking long-term and inspiring a team. No job is beneath you.
  • You’re unafraid of ambiguity. You don’t need a playbook. You dive into difficult problems and come up with a plan. Rapid change and learning is exciting to you.
  • You’re analytical. You let data win arguments. You are an analytical thinker, able to leverage data and analytics to answer complex business questions and create a compelling narrative.
  • You’re relentless. You do what it takes to win, no matter what. You are comfortable with ambiguity & embrace the challenge of having multiple paths forward and no right answer.
  • You have 15+ years of experience and have scaled a business or function. You’ve succeeded in high-performance cultures ( in tech, operations, strategy, consulting, finance, or a related experience), you’ve led teams to achieve audacious goals, and you have successfully scaled a business. Experience leading Customer Success is ideal.
  • You have 10+ years of team management experience. You have a proven track record of building, developing, and inspiring diverse teams who deliver results.

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Compensation

The location-specific base salary range for this position is listed below. Compensation in other geographies may vary.

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For roles that are available to be filled remotely, base salary is localized according to employee work location. Please discuss your intended work location with your recruiter for more information.

DoorDash cares about you and your overall well-being, and that’s why we offer a comprehensive benefits package, for full-time employees, that includes healthcare benefits, a 401(k) plan including an employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays, among others.

In addition to base salary, the compensation package for this role also includes opportunities for equity grants.

California Pay Range:
$228,000$350,000 USD
New York Pay Range:
$240,000$350,000 USD