S&O Manager, Support Tooling and Systems

The Customer Experience team's mission is to be the reason customers keep coming back to DoorDash after they experience a defect with their orders. We do this by redefining customer support and creating experiences that solve customer problems while building trust. We believe that by creating interactions that are effective, empathetic, and highly personalized, our merchants, dashers, and consumers will continue to choose DoorDash as we empower local economies around the world.

As DoorDash, Wolt, and Deliveroo come together on a unified global platform, we're transforming how customer experiences are delivered around the world. By combining advances in AI with deep operational expertise, we're building products that enable exceptional experiences at global scale while preserving the unique needs of local markets.

About the Role: We're looking for an experienced Strategy and Operations leader to lead one of the most strategic areas within Customer Experience. As AI rapidly changes how customer experiences are delivered, you'll define how intelligent automation, rich context, and human expertise come together to create faster, more personalized, and more effective outcomes.

A core part of this role is understanding the unique needs of local markets and translating them into globally scalable products. You'll work closely with regional teams to uncover operational, cultural, and language nuances, then build shared capabilities that deliver a consistent global experience while remaining flexible enough to meet local needs.

Working closely with Product, Applied AI, Data Science, and Operations, you'll define the long-term strategy for this Associate Tooling and help shape the future of Customer Experience across Wolt and Deliveroo.

You’re excited about this opportunity because you will…

• Lead a team of program managers and specialists in deploying and maintaining Associate Tooling for our in-house and BPO teams - nearly 10,000 agents in all - providing live support to customers for DoorDash EMEA (brands Wolt and Deliveroo).
• Partner with product teams to set the direction and roadmap for associate tooling, including Astra (our case management tool), voice connectivity, real-time management tools and associate co-pilot solutions.
• Identify, test, deploy and maintain external solutions that complement our in-house product suite.
• Lead cross-functional initiatives to improve CSAT, handling time, first response time, refund policy adherence and other associate level performance metrics through optimization of tools, processes and practices.
• Lead and mentor your team, fostering a culture of innovation, operational excellence, and accountability.

We’re excited about you because you have…

• Experience in Strategy & Operations – 7+ years of experience in program management, consulting, strategy, or operations with strong preference for experience with support systems or support setup. A track record of driving growth, optimizing processes, and leading cross-functional initiatives in a fast-paced environment. Experience in tech or ecommerce is a plus, but not required.
• Data-driven & Analytical – Strong skills in analytics, research, and problem-solving. You use data to drive strategy, monitor performance, and uncover improvement opportunities.
• Project Management & Execution – Ability to lead projects, work cross-functionally, and manage multiple priorities. You thrive in structured problem-solving and have a bias for action.
• Excellent Communication – Strong storytelling and data-backed decision-making. You communicate insights and strategic visions clearly at all levels.
• Stakeholder Management – Experience working with regional teams, product managers, and leadership to drive alignment and impact.
• Tooling – Proficiency in Looker, SQL, or similar business analytics tools to extract insights and drive action is a plus.
• Additional Requirements – Fluency in English and valid EU work authorization.