At a Glance
- Tasks: Lead customer support strategy, service design, and workforce management for Wolt and Roo.
- Company: Join a dynamic team under the DoorDash umbrella, driving innovation in customer experience.
- Benefits: Enjoy competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Hands-on leadership role with high autonomy and regular visibility to executive leadership.
- Why this job: Make a real impact on customer support strategies in a fast-paced tech environment.
- Qualifications: 10+ years in customer support strategy with strong financial modelling skills.
The predicted salary is between 90000 - 110000 £ per year.
Wolt and Roo operate under the DoorDash umbrella, and Customer Support sits at the intersection of brand experience, unit economics and long-term growth. This role owns the strategy on:
- Where should we operate support, at what scale, and at what cost, across a rolling multi-year horizon?
- How do we architect frontline service design to be AI-ready as frontline tooling evolves, deliver best-in-class customer experience, and remain cost-efficient?
- How do we manage our workforce with precision, eliminating waste, consolidating overlapping structures, and continuously improving headcount efficiency through automation and org redesign?
This is a permanent leadership role. The person in this seat will own network strategy, service design and workforce management as a continuous discipline, embedding deeply into Wolt, Roo and DoorDash technology stacks, building and refreshing the financial and operational case for change, and evolving the execution roadmap as the business, technology and market shift.
Scope of Responsibility
- Support Service Design
- Own the demand and supply planning, and scheduling for the network, partnering deeply with upstream business owners and defect elimination to enable forecasting accuracy.
- Own ongoing assessment of how service is structured and delivered at the frontline across both brands.
- Maintain the role architecture map: what roles exist, what they do, where they overlap.
- Evaluate how tools (CRM, WFM, knowledge base, AI tools, ticketing) enable or constrain frontline roles, and keep this view current as tooling changes.
- Own and evolve the target-state frontline model aligned to AI-augmented ways of working.
- Continuously run gap analysis: current state vs. target state, with prioritised interventions.
- Support Site Strategy
- Own the support site footprint across both brands as an ongoing portfolio.
- Maintain and refresh strategic site scenarios across cost, quality, risk and scalability as conditions change.
- Own the financial model underpinning site strategy: OpEx, CapEx, transition cost, and planning cycles.
- Continuously assess BPO vs. in-house mix, nearshore vs. offshore trade-offs, and consolidation opportunities.
- Bring forward exec-ready recommendations as circumstances warrant, with clear pros, cons and decision criteria.
- Keep the site strategy framed against contact volume reduction through automation.
- Workforce Management Transformation
- Own WFM maturity across both brands on an ongoing basis: demand forecasting, capacity planning, scheduling, real-time management.
- Identify and close tooling gaps and duplication across Wolt and Roo WFM stacks.
- Own and evolve the consolidated WFM target operating model.
- Own the continuous efficiency case, driven through:
- Org consolidation: merging duplicated WFM roles across the two brands.
- Contact automation: defect elimination and end-to-end customer-facing automation.
- AI-assisted agent workflows: human-in-the-loop bot interfaces, AI-guided resolution, next-best-action tools.
- Scheduling and real-time optimisation via AI/ML tooling.
- Own tooling requirements and vendor strategy (shortlists, entries, exits) as an ongoing responsibility.
- DoorDash Technology Integration
- Maintain deep, current working knowledge of DoorDash's support technology stack.
- Continuously translate technology capabilities into concrete business levers for the Wolt and Roo context.
- Own the dependency map between integration milestones and the Support transformation roadmap.
- Flag risks early where integration timelines could affect strategy execution.
- Execution Planning
- Own the rolling execution plan: prioritised initiatives, owners, investment, expected outcomes, refreshed as priorities shift.
- Own the forward-looking roadmap: strategic bets, sequencing logic, capability-build requirements.
- Own stakeholder alignment across Support Operations, Product, Finance and People functions on an ongoing basis.
Core Ongoing Responsibilities & Outcomes
- Current state visibility: Maintain a living view of service design, site footprint, financial planning cycles and WFM maturity across Wolt & Roo, with an opinionated, forward-looking perspective on where the network needs to go.
- DoorDash technology translation: Continuously map DoorDash technology capabilities to Wolt/Roo business levers, tracking upstream product, tooling and integration roadmaps and their implications for network design.
- Support site strategy: Maintain a multi-year scenario model with full financial analysis, pros & cons, and a standing recommended path, developed in partnership with the wider Strategy and Operations organisation.
- Planning mechanisms: Own and run weekly, monthly, quarterly and annual mechanisms for demand and supply planning (long and short term) and scheduling/real-time management, optimising for customer experience and efficiency, with clear visibility for executive leadership.
- WFM transformation: Own the consolidated operating model, tooling spec, and the efficiency case for the organisation, with signed-off financial projections refreshed as the business evolves.
- Roadmap ownership: Maintain a rolling forward roadmap covering strategic sequencing, capability investments, and automation maturity milestones, ratified through regular leadership review.
- Stakeholder alignment: Keep all key workstream owners briefed, committed and clear on accountabilities on an ongoing basis.
All recommendations must be underpinned by a financial model, and must be decision-ready on first presentation.
Operating Rhythm
- Embed & Orient (ongoing as scope evolves): Maintain stakeholder maps; stay immersed in Wolt, Roo & DoorDash systems; keep baseline data current; revisit scope and success criteria as the business changes.
- Diagnose: Continuously reassess current state across all workstreams; keep DoorDash tech translation current; surface risks and quick wins as they emerge.
- Design & Model: Maintain and evolve site strategy scenarios, the frontline service design blueprint, the WFM target model, and supporting financial models.
- Synthesise & Align: Run regular executive forums and stakeholder sign-off cycles.
- Roadmap & Continuity: Maintain the forward roadmap; ensure knowledge is embedded across the team rather than concentrated in one person.
Required Competencies
- Strategic clarity: Translates complexity into a small number of decisive choices. Never produces a report that fails to recommend.
- Financial rigour: Builds robust P&L and scenario models independently. Understands how operational levers flow to unit economics.
- CX & support operations depth: Credible across service design, contact centre strategy, WFM and automation.
- AI & tooling fluency: Understands AI automation in a CX context: IVR/chatbot design, agent assist tools, LLM-powered workflows.
- Speed to competence: Gets up to speed fast on unfamiliar technology stacks. Can read a product and understand business implications without hand-holding.
- Stakeholder influence: Earns trust quickly at VP level and above. Drives alignment without authority. Comfortable challenging conventional thinking.
- Structured communication: Writes concisely and presents with clarity.
- Operator's mindset: Thinks in outcomes and owns them over time.
Experience Profile
- Essential
- 10+ years in customer support strategy, CX operations or contact centre consulting/leadership.
- Demonstrable experience designing and executing site strategy at scale (multi-site, multi-brand, international).
- Deep workforce management expertise: forecasting, capacity planning, scheduling, real-time management.
- Experience leading or sponsoring automation programmes, contact reduction, chatbot, AI agent-assist.
- Track record of delivering headcount efficiencies without degrading quality.
- Strong financial modelling capability, built business cases independently.
- Experience working inside or alongside a fast-growth tech company or marketplace.
- Highly Desirable
- Direct experience in food delivery, logistics or three-sided marketplace support.
- Prior exposure to DoorDash, Wolt or comparable platforms.
- Background delivering inside complex integrations or M&A contexts.
- Familiarity with WFM platforms (e.g. Verint, AWS Connect, Assembled, Calibrio) and CX tooling (e.g. Zendesk, Intercom).
Ways of Working
This is a hands-on leadership role. The role requires deep, ongoing immersion in internal data, systems and teams. All recommendations must arrive decision-ready. The role operates with a high degree of autonomy, with regular visibility to leadership through written updates and reviews. Escalation discipline: flag blockers fast. Never sit on a problem for more than 48 hours. Intellectual honesty is non-negotiable.
Director, Customer Support Network Strategy, Service Design & Workforce Management employer: Jackalope Digital LLC
At CreatorIQ, we pride ourselves on being an exceptional employer, fostering a vibrant work culture that prioritises collaboration, innovation, and personal growth. Our London office offers a hybrid work model, allowing for flexibility while ensuring strong team connections, and we provide comprehensive benefits including generous vacation days, wellness allowances, and stock options. Join us to be part of a diverse team dedicated to transforming the marketing industry and making a meaningful impact together.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Support Network Strategy, Service Design & Workforce Management
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jackalope Digital LLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jackalope Digital LLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Support Network Strategy, Service Design & Workforce Management
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jackalope Digital LLC:Your cover letter is your chance to shine! Tell us why you want to work at Jackalope Digital LLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jackalope Digital LLC!
How to prepare for a job interview at Jackalope Digital LLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
