Job Title

At DoorDash, our mission is to empower local economies. The Strategy & Operations team plays a vital role in shaping how we serve merchants, customers, and dashers. In Australia and New Zealand, were elevating our customer strategy to ensure we listen, respond to, and innovate based on the voices of our customers, delivery partners, and merchants. We''re working to unify customer communications and insight streams into a single strategic function to drive meaningful change.About the RoleWe''re seeking a strategic and insights-driven Voice of the Customer (VoC) Manager to own the customer feedback loop across Australia and New Zealand. Reporting to the APAC Director, Strategy & Operations, this role will lead efforts to synthesise inbound and outbound customer communications, unify insights across support and marketing, and drive actionable outcomes across business verticals. This is a critical role that blends customer experience, operational strategy, and stakeholder collaboration to enhance marketplace efficiency and satisfaction. This is a hybrid with 3 days in-office and 2 days remote.Youre excited about this opportunity because you willDesign and implement a unified Voice of the Customer strategy across inbound (Support, Help) and outbound (Marketing) channels.Develop a single source of truth for customer insights reporting, aligning data to customer lifecycle and business impact.Work with Support, S&O, and vertical leads to transform feedback into actionable outcomes and improvement projects.Define and report on metrics that link feedback to operational, retention, and customer experience outcomes.Establish a clear comms strategy and feedback loop that closes the gap between insights and decision-making.Ensure that inbound insights inform outbound communication and vice versa, enhancing our holistic customer strategy.Were excited about you becauseYou have 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments.Youre experienced with qualitative and quantitative data analysis, and skilled in turning insight into business outcomes.Youre a cross-functional collaborator who can influence teams across Support, Product, Marketing, and Ops.Youre comfortable building and owning programs end-to-end with limited precedent.Youre motivated by impact, love problem-solving, and thrive in a growth-focused culture.Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC OnlyWe use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: CoveyAbout DoorDashAt 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 usersfrom 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.Our Commitment to Diversity and InclusionWere committed to growing and empowering a more inclusive community within our company, industry, and cities. Thats 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.If you need any accommodations, please inform your recruiting contact upon initial connection.Apply for this job*indicates a required fieldFirst Name *Last Name *Email *Phone *Location (City) *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfEnter manuallyAccepted file types: pdf, doc, docx, txt, rtfEducationSchool Select...Degree Select...LinkedIn Profile *Please select from the options below, your current status regarding eligibility to work in Australia. * Select...Have you worked at DoorDash? * Select...Please Note: Previous corporate employees should select "I am a previous employee" and previous DoorDash Dashers should select "I am a previous DoorDash Dasher".Applicant Privacy Acknowledgement * Select...We would like to provide you with an overview of how we process your personal information. Please take the time to read theApplicant Privacy Notice and confirm that you have read and understand the content.Would you like to receive communications via SMS and/or WhatsApp to the number provided (above or during the application process) about your application process?Message & data rates may apply and message frequency may vary. If you select no, we will only communicate with you via email and/or telephone calls. If you select yes and change your mind, you can always reply STOP to opt out. * Select... #J-18808-Ljbffr