Manager, MXO Learning & Development/Training (BPO)
About the position The Operational Excellence (OpEx) Team drives Merchant support insights to both our internal & BPO partner stakeholders, utilizing adult learning theory principles and our cross-functional expertise to provide high quality learning materials for new and current employees. We are committed to cultivating an environment that encourages employees to grow, aligning with DoorDash's mission to foster the growth and empowerment of local economies. The Operational Excellence Team (OpEx) with MXO (Merchant Experience Operations) is responsible for ensuring that our Teammates and Leaders have the resources and training to effectively & empathetically provide a world class Merchant onboarding & support experience. Within the OpEx Team, our BPO Training/L&D function’s primary role will be to establish our BPO training vision and roadmap to support Merchant needs long term. You will partner closely with vendor and training managers to enhance the current state as well as design any future needs. You will report to the Senior Manager of Operational Excellence in our Merchant Experience Operations organization. We expect this role to be hybrid, based out of our Tempe, AZ office with 1-3 travel events per year. You’re excited about this opportunity because you will… Work with multiple DoorDash teams to make improvements to our site performance, complete projects, and support projects for L&D, Training, and Content teams. Take ownership of new process development, ensuring its successful implementation and adoption. Be a Culture Champion and promoter of our team and company values. Oversee a medium sized team of high performing ICs. Assess employees’ skills, performance, and productivity to identify areas of improvement in their initial 30 days on production. Promote brand/company values and our philosophy through all training and development activities. Effectively communicate with team members, trainers, and management. Partner with vendor teams and employees to create high impact training programs. Manage the technologies and technical personnel required to develop, manage, and deliver training. As a Leader of Leaders, you will have an opportunity to develop and support the growth of your team.
Responsibilities
- Work with multiple DoorDash teams to make improvements to our site performance, complete projects, and support projects for L&D, Training, and Content teams.
- Take ownership of new process development, ensuring its successful implementation and adoption.
- Be a Culture Champion and promoter of our team and company values.
- Oversee a medium sized team of high performing ICs.
- Assess employees’ skills, performance, and productivity to identify areas of improvement in their initial 30 days on production.
- Promote brand/company values and our philosophy through all training and development activities.
- Effectively communicate with team members, trainers, and management.
- Partner with vendor teams and employees to create high impact training programs.
- Manage the technologies and technical personnel required to develop, manage, and deliver training.
- As a Leader of Leaders, you will have an opportunity to develop and support the growth of your team.
Requirements
- A minimum of 4 years of experience in project leadership or supervision, demonstrating effective project management across multiple teams or orgs, and leading leaders.
- Proven track record in developing and implementing new processes organization-wide.
- Strong expertise in driving process enhancements, automation, and scaling projects org-wide.
- Demonstrated success in leading and collaborating on cross-functional projects and workstreams.
- Leadership and mentorship skills to guide and develop Project Leads.
- You are passionate about building and leading a culture focused on an amazing vendor experience.
- You are a leader who can inspire and motivate teams and can build trust and influence peers and upper leadership.
- You know how to define a problem, identify the right stakeholders, figure out what your audience needs and how to measure success.
- Experience with curriculum design, adult learning & development, or education
- Experience in driving, coaching and improving learners KPI’s during onboarding stage
- Experience in working with data using standard tools including G-Sheets, Sigma, and Tableau for data analysis, SQL desired but not required
- Proven record of handling multiple projects and working to tight deadlines