Doordash Hiring for IT Service Experience Manager at Santa Cruz, California Full Time

About the Team

The IT Service Desk is the face of IT, onboarding every employee, providing break/fix technical support, building self-service channels, automating routine tasks, and managing our global IT supply chain and logistics.

We move fast and have audacious goals, scaling to meet the demands of an enterprise that has grown more than 3x since 2019 while improving all aspects of our Service Desk operations.

About the Role

In this role, you get to build the frameworks we use to deliver IT support, from the creation of a service catalog to the assessment and optimization of support experiences.

You will establish and oversee knowledge and content management, including hands-on updates to critical content; you will identify opportunities to automate and/or provide self-service for our internal customers and lead the projects to deliver on those opportunities; and you will build the processes and tools to ensure we monitor and continuously improve the health of our support services.

In this role, everything you do touches our IT customers and helps all of DoorDash scale

• You will report to our Senior Manager, Global Service Desk.

You’re excited about this opportunity because you will…

• Build our IT service catalog: ensure every IT service is defined, documented, discoverable, and delightful for our customers
• Implement knowledge and content management: develop and maintain a knowledge library and user-facing content, building both the content and the maintenance processes
• Build and implement our IT self-service roadmap: create business cases and lead efforts that provide self-service capabilities and automate recurring tasks
• Own the IT customer experience: define and measure customer experience across IT support offerings, applying best practices for customer research to deeply understand their needs
• Build Service Desk Measurement / Analysis: document and analyze Service Desk processes and create strategies for service delivery optimization through service quality metrics and KPIs

We’re excited about you because…

• You have 8+ years experience in IT service management or related roles and 2+ years management experience
• You have a degree in a computer-related field, or a business degree and experience working with a technical services organization
• You are experienced in cross-functional management methods and techniques
• You have a working knowledge of IT applications, processes, software, and equipment
• You have strategic planning skills with an ability to think ahead and plan over a 6-12-month time span
• You are skilled in leading people and getting results with a strong customer focus
• You have the ability to multi-task and adapt to changes quickly
• You have the ability to work in a team and communicate effectively
• You have an understanding of support tools, techniques, and how technology is used to provide IT services

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.

Pursuant to the Colorado Fair Pay Act, the base salary range in Colorado for this position is $153,000 – $207,000, plus opportunities for equity and commission. Compensation in other geographies may vary.
If you need any accommodations, please inform your recruiting contact upon initial connection.