Remote Otter LogoRemoteOtter

Sr. Manager, Network Escalations Operations - Remote

Posted Yesterday
Customer Service
Full Time
USA
$143,400 - $210,900 USD/year

Overview

The Sr. Manager, Network Escalations Operations will lead the evolution and performance of DoorDash’s high-impact customer experience teams, focusing on resolving complex customer issues with executive visibility.

In Short

  • Lead Advanced Customer Escalations (ACE) and Disaster in Progress (DIP) teams.
  • Design responses for high-stakes customer moments.
  • Oversee the full lifecycle of escalation management.
  • Partner with Product, Engineering, Sales, and Marketing.
  • Measure success through Time to Resolve (TTR) and resolution satisfaction.
  • Drive a reduction in escalation volume through automation.
  • Build and mentor a team of escalation leaders and specialists.
  • Foster an inclusive team environment.
  • Own the narrative with senior stakeholders.
  • Translate frontline signals into actionable changes.

Requirements

  • 8+ years in customer support or escalations leadership.
  • Experience leading specialized escalation teams.
  • Strong cross-functional mindset.
  • Ability to balance people leadership and operational excellence.
  • Track record of designing workflows and automation.
  • Comfortable with senior stakeholder engagement.

Benefits

  • Comprehensive benefits package including medical, dental, and vision.
  • 401(k) plan with employer matching.
  • 16 weeks of paid parental leave.
  • Flexible paid time off.
  • Wellness benefits and commuter benefits match.
  • Paid time off and sick leave.
  • Family-forming assistance and mental health programs.
  • Paid holidays.

D.U

DoorDash USA

DoorDash is a technology and logistics company dedicated to empowering local economies through efficient delivery services. Originally known for food delivery, DoorDash is evolving to provide a broader range of goods and services. The company values rapid growth and adaptability, encouraging team members to share their unique perspectives and tackle new challenges. DoorDash is committed to employee well-being, offering comprehensive benefits and fostering a diverse and inclusive workplace where innovation thrives through collaboration and varied experiences.

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