Global People Service Desk Manager

Company: DoorDash
Location: San Francisco
Posted on: September 16, 2021

Job Description:

Global People Service Desk Manager

About the Team

The People Services team sits within the People Strategy & Operations Organization and is responsible for providing a high quality support experience to employees, in close partnership with functions such as HRBP, Total Rewards, Recruiting, and HR Tech. The team also plays a key role in driving efficient operations and maintaining data integrity for the People team as a whole by executing key processes throughout the employee lifecycle (e.g., terminations, internal transfers, I-9 verification).

About the Role

DoorDash is looking for a Manager to help us lead and grow a world-class People Services support team function. In this role you will be responsible for the leadership and development of our People Support Team Leads along with partnering cross-functionally to drive process and system improvements that will improve the employee experience, increase the efficiency of the People team, and improve the quality of our data. You will play a critical role in creating a highly employee-centric team as DoorDash goes through a period of rapid expansion. 

This role reports to our Head of People Services and location is flexible (Phoenix, San Francisco, preferred or Remote).

You’re excited about this opportunity because you will…

• Lead a growing team. Initially, you will be responsible for managing, training, and developing a team of two Team Leads. The team is growing, and you will be responsible for hiring and training new team members as well as supporting the design of our longer term staffing approach and organization structure as we scale globally.
• Ensure day-to-day operational excellence. Ensure tickets are quickly, accurately, and empathetically addressed by your team. If tickets cannot be resolved by the People Services team, your team will route them to the appropriate Center of Excellence and ensure follow through. 
• Create and maintain documentation. Your team will create and maintain documentation to support employees and internal customers. You will ensure thorough and up-to-date documentation of the People Services team’s processes to support team member training and development. 
• Establish metrics and build dashboards to monitor Service Desk performance. You will develop the scorecard used to measure team performance and customer satisfaction, and establish a regular cadence of reporting and reviews to drive continuous improvement.
• Create operational efficiencies and quality gains. You will use data to identify opportunities to achieve greater efficiency or quality via investments such as process improvement, tool development, or stakeholder training and communication. You’ll then work with partner teams to implement these improvements. 
• Develop new ways to create a great employee experience. You will constantly seek opportunities to improve the employee experience, such as by streamlining the ticketing process or updating policies. 

We’re excited about you because…

• You are a hands-on, inspiring manager who has a track record of building highly engaged, diverse teams
• You are customer obsessed - you care deeply about providing high quality service to employees and internal customers, and you instill that passion in others
• You operate at the lowest level of detail
• You use data to guide decision-making and priorities 
• You are process-driven - you are effective at building out standard operating procedures and processes in order to remove “guesswork” and ensure high quality outcomes
• You are solutions-oriented - you don’t just see problems, you also partner with others to co-develop solutions that can be quickly implemented
• You are highly effective at building strong cross-functional partnerships and influencing others 
• You thrive in fast-paced, ambiguous environments
• 6-8+ years of experience working in HR in progressively more challenging roles, 4+ years of people management experience, and 2+ years of People / HR support services experience
• Significant experience with Workday strongly preferred
• Significant experience using the Google Suite of products, especially advanced functionality in Google Sheets

Why You’ll Love Working at DoorDash

We are leaders – Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day. 
We are learners – Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.
We are one team – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights. 

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly and always learn and reiterate to support merchants, Dashers and the communities we serve. 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. Read more on the DoorDash website, the DoorDash blog, the DoorDash Engineering blog, and the DoorDash Careers page.

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. Our leaders seek the truth and welcome big, hairy, audacious questions. We are grounded in our company values, and we make intentional decisions that are both logical and display empathy for our range of users—from Dashers to Merchants to Customers.

We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s 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. 

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Keywords: DoorDash, San Francisco , Global People Service Desk Manager, Other , San Francisco, California