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Director Strategy

4 months ago

New York, United States DoorDash Full time

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.