Team Leader - Customer Experience Operations

A propos du poste

Join a fast-paced, industry-leading team dedicated to delivering excellence. As a Team Leader at DoorDash Mexico, you will play a pivotal role in shaping the customer experience by leading a high-performing team of specialists dedicated to our consumers, merchants, and dashers.

Missions principales

• Directly manage and mentor a team of customer experience specialists to ensure the highest service standards.
• Oversee daily operations, ensuring strict adherence to quality and speed metrics.
• Drive performance by setting individual and collective goals and conducting regular one-on-one and team meetings.
• Optimize resource allocation to consistently meet and exceed Service Level Agreements (SLAs).
• Analyze performance data to create, present, and act upon detailed reports.
• Identify operational trends and proactively propose process improvements to enhance efficiency.

Profil recherché

• Proven experience in team management or leadership roles within a customer service environment.
• Data-driven mindset with the ability to translate metrics into actionable operational strategies.
• Strong leadership skills with a natural ability to motivate, coach, and develop talent.
• Exceptional communication skills in both Spanish and English (Bilingual).
• High flexibility to work rotating shifts, including weekends and public holidays.

Competences requises

• Team Leadership & People Management
• Operational Excellence & SLA Management
• Data Analysis & Performance Reporting
• Process Improvement (Continuous Improvement)
• Bilingual Proficiency (English/Spanish)