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Manager, Voice of the Customer, ANZ

3 weeks ago

Rockdale, Australia Doordash Full time
This is a Manager, Voice of the Customer, ANZ role with Doordash based in Rockdale, NSW, AU
== Doordash ==

Role Seniority - mid level

More about the Manager, Voice of the Customer, ANZ role at Doordash

About the Team

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, we're 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 Role

We'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.

You're excited about this opportunity because you will…

  •  Design 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.

We're excited about you because…

  • You have 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments.

  • You're experienced with qualitative and quantitative data analysis, and skilled in turning insight into business outcomes.

  • You're a cross-functional collaborator who can influence teams across Support, Product, Marketing, and Ops.

  • You're comfortable building and owning programs end-to-end with limited precedent.

  • You're 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 Only

We 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: Covey

About DoorDash

At 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 users—from 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 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. 

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

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Doordash team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities
  • Designing a VoC strategy
  • Developing insights reporting
  • Transforming feedback
Key Strengths
  • Customer insights experience
  • Data analysis skills
  • Cross-functional collaboration
  • Program ownership
  • Problem-solving
  • Communication strategy
Why Doordash is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Doordash not with Hatch.