Director, Delivery Success Support

DoorDash India — Hyderabad, India

About the Team Customer Experience & Integrity (CXI) is one of DoorDash's core operations teams. We ensure that when challenges arise in the last mile, there's always someone ready to make things right. Our team designs, manages, and operates DoorDash's global network of support centers, with the ultimate goal of delivering a consistently exceptional customer experience. About the Role We're hiring a Director, Delivery Success to lead CXI's highest-volume, highest-impact operational function. Delivery Success handles all live delivery contacts across the Customer and Dasher experiences Solving problems in the moments that matter most for our Customers and Dashers! This is a role for someone who is a relentless customer advocate and thrives creating scalable solutions in a complex environment. You'll own a globally distributed team spanning internal and partner sites and build a tiered capability model that grows associates from customer delivery basics through full customer, Dasher and Merchant expertise. You will create the strategy and drive the operational rigor that keeps millions of deliveries on track every day. You're excited about this opportunity because you will... Own the Strategy Define and execute the operating model for Delivery Success as CXI's core live-operations function, covering all delivery-related contacts across Customers and Dashers. Build and own a tiered capability progression Design and implement a skill-based pay progression framework tied to tier advancement and demonstrated capability. Lead annual and quarterly planning cycles for Delivery Success, partnering with WFM, Finance, and S&O to drive quality, and align headcount, cost, and capacity to volume forecasts. Build the long-term vision for how automation and BPO integration reduce Tier 1 volume while enabling internal teams to focus on higher-complexity work. Drive Execution Oversee daily operations across multiple internal and partner sites, ensuring performance standards,

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