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About the Role
We are seeking an experienced Strategy and Operations leader to spearhead a critical area within Customer Experience. This role involves defining how intelligent automation, rich context, and human expertise combine to deliver faster, more personalized, and effective customer outcomes, especially as AI transforms customer experience delivery. You will understand local market needs and translate them into globally scalable products, collaborating with regional teams to build shared capabilities that ensure a consistent global experience while accommodating local requirements. You will work closely with Product, Applied AI, Data Science, and Operations to shape the long-term strategy for Associate Tooling and influence the future of Customer Experience across Wolt and Deliveroo.
Responsibilities
- Lead a team of program managers and specialists in deploying and maintaining Associate Tooling for nearly 10,000 agents supporting DoorDash EMEA (Wolt and Deliveroo).
- Partner with product teams to define the roadmap for associate tooling, including case management, voice connectivity, real-time management tools, and co-pilot solutions.
- Identify, test, deploy, and maintain external solutions that complement the in-house product suite.
- Lead cross-functional initiatives to enhance CSAT, handling time, first response time, refund policy adherence, and other agent performance metrics.
- Lead and mentor the team, fostering innovation, operational excellence, and accountability.
Requirements
- 7+ years of experience in program management, consulting, strategy, or operations, with a preference for experience with support systems or setup.
- Proven track record of driving growth, optimizing processes, and leading cross-functional initiatives in a fast-paced environment.
- Experience in tech or e-commerce is a plus.
- Strong analytical, research, and problem-solving skills; ability to use data to drive strategy and performance monitoring.
- Ability to lead projects, work cross-functionally, and manage multiple priorities.
- Proficiency in structured problem-solving with a bias for action.
- Excellent storytelling and data-backed decision-making skills.
- Experience working with regional teams, product managers, and leadership.
- Proficiency in Looker, SQL, or similar business analytics tools is a plus.
- Fluency in English.
- Valid EU work authorization.
Skills
- Strategy & Operations
- Program Management
- Consulting
- Operations
- Support Systems
- Data-driven Analytics
- Research
- Problem-solving
- Project Management
- Cross-functional Collaboration
- Communication
- Stakeholder Management
- Looker
- SQL
Location
- EMEA
Work Type
- Full-time
Experience Level
- 7+ years
Benefits
- Premium healthcare
- Wellness expense reimbursement
- Paid parental leave
About the Company
- 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.