Associate Manager Vendor Management, Marketplace Quality
About the Team:
The Marketplace Quality team is responsible for identifying, investigating, and mitigating negative behavior which affects overall delivery quality. The team conducts investigations, adjudications, and deep-dive analysis on a variety of quality concerns for our community, including but not limited to: dasher identity verification, contract violations, never delivered, and offline instances of fraud. The goal of the Marketplace Quality team is to enforce quality standards on the platform to ensure our consumers, dashers, and merchants have a high-quality and safe experience.
About the Role:
You will report to the Manager of Marketplace Quality Programs. As the Associate Manager of Vendor Management, you will oversee the operations of our Business process outsourcing (BPO) vendor(s) ensuring that our manual review processes for dasher identity verification are efficient, effective, and scalable. This role supports identity verification operations across our USA, New Zealand, and Australia dasher fleets, focusing on production quality and operational efficiency. You will work closely with internal teams, including strategy and operations, workforce management, and people leaders who support our BPO and internal teams, to ensure that our staffing levels and operational plans are aligned with our business needs.
You're excited about this opportunity because you will:
- Oversee and manage vendor operations, focusing on production, quality, and efficiency.
- Help monitor SLA adherence and investigate and mitigate misses and headwinds.
- Coordinate with internal teams to support our BPO teams and resolve inefficiencies in manual review operations.
- Collaborate with our workforce management team to ensure appropriate staffing for core tasks.
- Work with Strategy and Operations, and Workforce Management partners to prepare for scale-ups/downs in manual review volume as needed.
- Help conduct regular site visits to our vendor's offices, ensuring alignment with our operational standards and practices.
- Help uncover process and product inefficiencies, and work with relevant teams to drive improvements.
- Leverage data-driven insights to identify areas for improvement and effectively communicate findings to senior leadership.
We're excited about you because:
- You have 2-4 years of experience in a vendor-facing role, ideally within operations.
- You have a proven track record of leading teams and improving operational processes.
- You are data-driven, with a strong ability to use data to narrate and influence decision-making.
- You have experience presenting data-driven insights to leadership teams.
- You have relevant experience in trust and safety, and are familiar with handling Personally Identifiable Information (PII), fraud, risk, or identity verification processes.
- You are willing to travel to vendor sites as required and have a hands-on approach to vendor management.
- You have experience onboarding vendors to support operations initiatives.
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
Average salary estimate
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DoorDash is a technology company that connects customers with their favorite local and national businesses in the United States and Canada. The company is headquartered in San Francisco, California.
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