Job Title: Manager, Delivery Partner Support
Department: Delivery Operations
Location: Remote
Work Type: Full Time
Reports to: Sr. Manager, DP Lifecycle
Overview:
The Manager of Delivery Partner support will join as a key member of our delivery operations team to help take ownership of our driver support function. Drivers are a crucial piece of Gopuff's story and play an extremely valuable role as our key connection point to the end customer. Drivers deliver the magical experience that is Gopuff to customers across the US and our team is proud to build the operations, process, technology, support and overall infrastructure that allows them to be successful. We are a centralized team managing everything from new driver growth through pay and incentive models, compliance, customer service, communications and anything else that touches on the driver experience. Together we will build the driver support team that can support Gopuff's rapid drivers as the industry leader in instant everyday needs.
You Will:

• This role will report to our Sr Manager of Delivery Partner Lifecycle and will help build a world class support function dedicated to serving the needs of our drivers on Gopuff.
• This role will help build the programs, strategies, tactics and operations that make up customer support
• You'll be in the weeds enough to understand our most frequent driver support issues while building the tech and process to properly track and catalog them, as well as the support tactics to solve them and the quality control mechanisms to make sure we're doing it correctly.
• You'll have a passion not just for helping customers but for helping drivers earn a living and succeed on our platform and will stop at nothing to make the experience as exceptional as possible for them.
• You'll help shape our support channels and policies, help integrate with process and technology vendors and quantify and analyze the impact we're having.

You Have:

• 5+ years experience in similar customer support roles.
• Experience as a people manager
• Willingness to do whatever it takes, including fielding support calls yourself once in a while.
• Strong EQ thinker. Able to empathize with drivers to build policies and systems to best support them.
• Willingness to be a never ending advocate for our drivers and the problems they face on a daily basis with Gopuff.
• Experience building support systems to scale and integrating to new technologies.
• Ultimate team player and collaborator. Strong desire to help build and lead a world class team.
• Analytical mindset to identify, quantify and solve structural support issues.
• Creative problem solving. Out of the box thinking to not just copy industry standards but re-invent the driver marketplace for the gig economy.
• Experience with reporting tools such as Looker/Tableau and strong proficiency with excel/google sheets required
• Data driven - you like to solve problems using data to support creative decisions
• Proactive & independent, always looking for ways to take initiative and improve existing programs/processes.
• Welcomes constructive feedback and uses it to grow
• Ability to maintain the highest level of confidentiality and discretion

Benefits
We want to help our employees stay safe and healthy! We offer comprehensive medical, dental, and vision insurance, optional FSAs and HSA plans, 401k, commuter benefits, supplemental employee, spouse and child life insurance to all eligible employees.
We also offer:
-Gopuff employee discount
-Career growth opportunities
-Internal rewards programs
-Annual performance appraisal and bonus
-Equity program
At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it-stuff happens. But that's where we come in, delivering all your wants and needs in just minutes.
And now, we're assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.
Like what you're hearing? Then join us on Team Blue.
Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.