About the job
About the Team
The New Verticals team at DoorDash is pioneering innovative methods to enhance customer satisfaction beyond traditional restaurant delivery.
Our Catalog, Fulfillment, and Logistics team is committed to three primary objectives: efficiently onboarding merchants, ensuring prompt and precise order fulfillment, and optimizing our logistics framework. We achieve this by uncovering efficiencies, developing product tools, and implementing scalable operational processes. You will take ownership of metrics, leverage operational and product strategies, and drive significant outcomes across our Grocery, Convenience, Alcohol, and Retail sectors.
About the Role
We are seeking a dynamic Manager to lead a team of three and act as the Directly Responsible Individual (DRI) for New Vertical HQFR (High Quality Fulfillment Rate). This position resides within our Logistics pod and is responsible for achieving transformative enhancements in order quality and fulfillment performance, guaranteeing that consumers receive their complete orders every time.
Your key responsibilities will include overseeing cancellations and HQFR performance, which encompasses reporting, root-cause analysis, and action planning. In addition to managing metrics, you will collaborate with cross-functional teams to ensure they deliver measurable results, partnering closely with Operations, Product, Engineering, as well as Merchant and Consumer teams to foster performance improvements throughout the ecosystem.
This role requires a blend of operational diligence and strategic insight. You will:
- Lead comprehensive HQFR and cancellations performance, including company-wide OKR reporting
- Identify and implement operational enhancements that significantly impact quality and fulfillment outcomes
- Develop and nurture the next “big bets” to enhance order accuracy while minimizing avoidable cancellations
- Facilitate cross-functional alignment and accountability towards explicit targets
We are looking for individuals who excel in uncertainty, swiftly transition from insights to actions, and demonstrate a strong sense of ownership. You should be adept at diving deep into data, establishing a clear performance vision, and mobilizing teams to achieve results. This highly visible role has a substantial impact on customer experience and operational excellence.
