Senior Manager, Customer Experience Partner Success

About this role

<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34&e=22630&t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181&utm_ptz=EST&utm_rqt=track" alt="" width="1"></p></div><h2 data-local-id="8f88689a58c6" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true" data-pm-slice="1 1 []"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">About the Team</strong></h2> <p data-local-id="fe3dd81c0e9a" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true" data-pm-slice="0 0 []">Customer Experience and Integrity (CXI) operates DoorDash's global support network. Partner Success (PxS) manages the partner-operated network that delivers Tier 1 support across millions of weekly contacts. Our job is to make sure every interaction is a Perfect Interaction: resolved on the first contact, accurate, fast, and within policy. We do that by setting the standards, sizing where the system is breaking, and driving partner execution and upstream defect removal in equal measure.</p> <h2 data-local-id="83f533ce3f90" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">About the Role</strong></h2> <p data-local-id="d56fd503a122" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">We are looking for a Senior Manager, Partner Success to own quality, speed, and cost outcomes across our partner network. You will own the operating loop that turns frontline signal — AQA, DWR, FCR, escalations, Voice of Teammate (Tx)— into measurable improvement in Perfect Interactions, set the standards partners are held to, and represent PxS in the cross-functional decisions that shape how the network is designed and how quality is measured. You will report to the Director, Partner Success. This role may require up to 40% travel, domestic and international.</p> <h2 data-local-id="55f0165ac008" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">You’re excited about this opportunity because you will…</strong></h2> <ul> <li data-local-id="df34f8b446b9" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Lead programs that improve audience outcomes by delivering Perfect Interactions, reducing escalations, and increasing DWR and DashPass subscriptions.</li> <li data-local-id="5ceefb70fd21" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Partner on network redesign so work goes to the right Txs the first time, the network approaches near-100% uptime, and Tx expertise gets deeper.</li> <li data-local-id="9fcff69f703d" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Act as the primary thought partner for critical cross-functional teams (S&O, Product, Analytics, NOE, Workflow, WFM, Finance, Policy), to land shared goals.</li> <li data-local-id="ef386241c8a2" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Align reporting so partners, TLs, and Txs work from the same source of truth as PxS — and every level knows what to solve, why, and how.</li> <li data-local-id="84f4959ffc97" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Mentor and upskill the leadership bench, coaching managers and ICs on the expertise and judgment required for the next level.</li> <li data-local-id="73dbb5675bd6" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Demonstrate AI fluency by identifying and implementing AI solutions that improve quality monitoring, RCA, signal aggregation, and partner operating mechanisms.</li> </ul> <h2 data-local-id="a6634a2a2e9a" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">We’re excited about you because…</strong></h2> <ul> <li data-local-id="9db0bf80374a" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">You have 8+ years of professional experience and a Bachelor's or Master's degree, with 7+ years in people management — including experience managing managers.</li> <li data-local-id="1b134b5e077b"…