Real Time Adherence Manager at DoorDash

Tempe, Arizona, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Food DeliveryIndustries

Requirements

Deep international vendor contact center experience
Technical depth in WFM platforms
Passion for improvement and agility to thrive in a fast-paced environment
Ability to live within 50 miles of the Tempe, Arizona office
In-office presence 2 days per week (hybrid role) at Tempe corporate office (or as business needs dictate)
Strong operational excellence as a hands-on leader

Responsibilities

Provide strategic leadership and day-to-day oversight for RTA Supervisors and Real-Time Analysts monitoring 24/7 support operations
Own the support operations incident management playbook, ensuring service continuity and rapid escalation during disruptions
Deliver critical operational insights addressing real-time workforce needs to meet SLAs
Bring structure and discipline to intraday and in-week performance, surfacing risks early, ensuring clear accountability, and meeting outcomes consistently
Collaborate with Workforce Leadership, vendors, internal teams (Planning, Vendor Ops, CX, Product/Engineering) to optimize staffing and performance
Drive continuous improvement, maintain rigorous reporting, foster collaboration, develop talent, and solve problems in real time
Lead and develop the RTA team: provide mentorship, foster continuous learning and professional growth, ensure performance goals are achieved, and develop future leaders
Manage real-time operations and incidents: develop and own incident management playbook for rapid response, escalation, and resolution to maintain service continuity and minimize business impact on SLAs and customer satisfaction
Drive performance and collaboration: partner internally and cross-functionally to optimize intraday performance, adjust staffing and workflows, manage and report on key metrics (SLA, AHT, schedule adherence, occupancy), contribute to post-mortem reports with real-time insights
Champion continuous improvement and accountability: drive process improvements, set clear expectations, maintain proactive approach to challenges, take ownership of RTA team outcomes and business success
Innovate and optimize RTA operations: leverage industry benchmarks and experience to drive innovation in team, processes, and tools, improving efficiency, accuracy, and impact on KPIs
Ensure occupancy is balanced across multiple LOBs and organizations
Work with cross-functional partners to manage and mitigate outage impacts

Skills

Workforce Management

Real-Time Adherence

SLA Management

Incident Management

Vendor Management

Contact Center Operations

WFM Platforms

Reporting

DoorDash

On-demand food delivery service

About DoorDash

DoorDash connects customers with local and national restaurants for on-demand food delivery, primarily in the United States, Canada, and Australia. The platform allows users to browse menus and place orders, which are delivered by drivers known as "Dashers." DoorDash's business model includes charging restaurants a commission and customers delivery and service fees, making it distinct in its three-sided marketplace approach. The company's goal is to lead the food delivery market by enhancing user experience and expanding its services.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$2,404.4MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

10,001+Employees

Benefits

Health & Wellness - Premium medical, dental, and vision insurance plans, including fertility coverage. Monthly gym and wellness reimbursement.

Compensation - Competitive salary with bi-annual performance reviews. Meaningful equity opportunities - with quarterly vesting.

Time When You Need It - Flexible vacation days for salaried employees. Generous vacation and sick days for hourly team members. Paid Parental Leave to support our DoorDash families.

Flexible Work Support - At-home office equipment and monthly WiFi support while working from home. Enjoy your favorite lunch on us while working in one of our offices.

Risks

Cannabis delivery faces competition from new market entrants, impacting market share.

Ibotta partnership may underperform if digital promotions don't resonate with customers.

Expansion into non-traditional categories may dilute DoorDash's core brand identity.

Differentiation

DoorDash's entry into cannabis delivery diversifies its service offerings.

Partnership with Ibotta enhances digital promotions, adding value for customers.

Collaboration with The Trade Desk boosts targeted advertising capabilities.

Upsides

Cannabis delivery opens new revenue streams amid growing demand for THC and CBD products.

Ibotta partnership may increase order frequency through enhanced digital promotions.

David's Bridal partnership taps into the lucrative wedding industry, diversifying offerings.

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