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 RoleWe’re hiring a Director, Partner Strategy & Operations to shape the global model for how DoorDash delivers support experiences. This is a transformative role that goes beyond day-to-day queue management—it’s about redefining how we serve customers at scale. The Director will drive innovation across our global partner network, designing and executing customer-centric, insight-led systems that reduce friction, unlock efficiency, and enhance lifetime value.
Rather than focusing solely on SLA oversight or ticket volume, success in this role is measured by long-term impact: building scalable operating models, improving cost structures, and driving experience-led retention.
In this role, you will: Design and operationalize systems that reduce friction, improve recovery rates, and retain customers after high-impact defects. Drive operational levers across the partner network to deliver cost-per-contact improvements, maximize tooling ROI, and strengthen customer loyalty. Lead business-critical transformations that align support delivery with company goals around automation, contact reduction, and retention. You’re excited about this opportunity because you will… Own the Strategy Shape the end-to-end partner journey, turning vendor relationships into seamless, customer-first experiences. Simplify and streamline our partner network, shifting away from complexity and toward high-impact, scalable models. Translate Voice-of-Customer insights into a multi-year roadmap of initiatives that elevate the support experience. Lead bold bets in AI transformation, ensuring operational innovation drives measurable customer and business outcomes. Partner across Network Design, Finance, Product, and S&O to align investment decisions with customer experience quality. Drive Execution Lead operational innovation across 4–8 global BPO partners, ensuring design, tooling, and processes bring DoorDash’s CX strategy to life. Measure success by strategic impact—cost per issue, recovery effectiveness, and simplification-driven savings—rather than just KPIs. Build and scale tools and playbooks that empower partners and consistently improve customer outcomes. Run strategic planning cycles for Partner Ops, aligning global partners to transformation priorities and scaling capabilities across the network. Influence Across the Organization Act as the operational architect connecting internal experience goals with external partner delivery. Shape company-wide support investments by embedding Partner Ops into self-service strategy, automation rollouts, and product feedback loops. Represent the global support network in OKR setting, roadmap prioritization, and design reviews to ensure customer experience is always at the center. Lead a High-Performing Team Set the vision, leadership model, and culture for Partner Ops—grounded in ownership, empathy, and operational excellence. Lead and grow a team of 5+ operations leaders while influencing thousands of vendor teammates worldwide. Attract and develop senior talent with expertise in CX, quality, and vendor strategy. Foster a culture of high accountability, collaboration, and transparency—helping your team (and partners) do the best work of their careers. We’re excited about you because… 10+ years of leadership experience in Customer Experience or vendor operations within a fast-scaling tech or services organization. Proven track record managing large-scale global support networks (10,000+ agents) with accountability for both performance and financial outcomes. Strong cross-functional collaborator who has partnered across CX, Strategy & Operations, Finance, Product, and Legal to deliver change at scale. Comfortable navigating ambiguous, high-growth environments—skilled at breaking down silos and turning strategy into measurable results. Customer-obsessed leader who balances empathy with operational discipline to deliver world-class support experiences.
We expect this position to be filled by 10/21/2025.
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