Gopuff
Gopuff is the go-to platform for consumers' everyday needs. We deliver, so you can enjoy the moment.
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Manager II, Customer Experience at Gopuff

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Gopuff's Delivery Partner Support Experience team is responsible for championing the voice of our Partners with program, intelligence, auditing, CRM, and service capabilities that deliver a frictionless and unmatched experience across our Partner's journey; turning each interaction into a competitive advantage. In this role, you will lead the day to day operations for a team of advocates across a distributed footprint in an omnichannel service environment, you'll be responsible for ensuring that we always do the right thing for our drivers and you'll manage outcomes core to the success of our employees, partners and customers. As part of the Customer Experience team, you will report to the Senior Manager of Customer Experience and partner with other CX managers, workforce management, and marketplace integrity teams. We recognize that people come from diverse backgrounds and skills and welcome all to apply.
This position is remote but must be located in Pacific Standard Time.
You Will
    • Responsible for performance and development of employees to ensure high levels of employee engagement and retention.
    • Audit driver support interactions, synthesize driver data/feedback and coach/support team members as they strive to deliver on the Gopuff promise and drive partner loyalty.
    • Accountable for team performance, real time management of the partner support experience, corrective action, reviews and employee concerns.
    • Develop subject matter expertise across relevant operating requirements, tools, policies and processes in order to effectively coach and lead team.
    • Responsible for employee time, attendance, payroll and personnel needs.
    • Partner with stakeholders to improve coordination and champion the voice of the customer (VoC) as we pursue business expansion activities

You Have
    • 7+ years of customer experience, customer service in an inbound operating environment
    • Bachelor's Degree
    • Omni-channel management and optimization
    • Ability to act on limited data in ambiguous situations with strong critical-thinking and problem-solving skills
    • Six Sigma or similar process improvement experience
    • COPC Registered Practitioner preferred
    • Flexible availability, including nights and weekends as needed

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
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.
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Technology we use

  • Engineering
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What are Gopuff Perks + Benefits

Gopuff Benefits Overview

At Gopuff, we deeply value all of our employees and we aim to create a strong and
enhanced employee experience. We are proud to offer our employees a robust and
comprehensive benefits package.

We want to help our employees stay safe and healthy. We offer comprehensive
medical, dental, and vision insurance, optional FSAs and HSA plans, commuter
benefits, 401k matching, supplemental employee, spouse and child life insurance to all eligible
employees.

Culture
Volunteer in local community
Partners with Nonprofits
Gopuff supports Reform Alliance, The Bail Project, The Color of Change, Valley Youth House, and a few other non-profits.
Friends outside of work
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Gopuff has a dedicated space for our BIPOC team members and allies to discuss all things diversity. With this space, we strive to learn and grow to always be inclusive and do more, always!
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Gopuff offers Unum's Core and Buy-Up dental plan.
Vision Benefits
We offer a vision insurance plan through Eyemed.
Health Insurance Benefits
Gopuff recently partnered with Progyny to provide a comprehensive and inclusive family building benefit for every unique path to parenthood.
Life Insurance
Gopuff employees will receive basic life insurance (Unum) at 1x their annual salary, at a minimum of $50,000.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Gopuff will match employee contributions up to 4% of eligible wages (subject to Federal limits). Employer match is 100% vested!
Company Equity
Gopuff offers company stock to all that are hired and bonus RSU's through a referral program as well. All granted RSU's vest over a four-year period.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Gopuff will pay 100% of your regular wages for 12 weeks for non-birth and intended parents and between 18 and 20 weeks for birth parents who are welcoming a new addition to their family.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within

An Insider's view of Gopuff

What are some social events your company does?

To continue our pursuit of diversity and inclusion at Gopuff, we launched an amazing new program in partnership with NBA All-Star Chris Paul, called “Put Me On.” Put Me On is a small business accelerator program designed to support underrepresented entrepreneurs and help them grow their businesses on Gopuff and beyond.

Eva

VP, Communications

What projects are you most excited about?

I am really excited about our advertising business, Gopuff Marketing Solutions. We are providing brands the ability to promote their products on the Gopuff app via search or paid product placements. Our partners are seeing on average 3X ROAS! We drive high margin revenue for the company which allows us to to reinvest in our business growth.

Saket

Head of Channel and Ad Tech Partnerships

What does career growth look like on your team?

One thing that sets Gopuff apart is the care that leaders have for the growth of their team professionally. I make it a point to create space for personal development conversations, while also aligning my team where their skills can grow. Gopuff leaders understand that a healthy team is the foundation for the success they are driving towards.

Marc

Director, Growth Analytics

How do you empower your team to be more creative?

I empower my team to work with partners that have different perspectives and goals. I encourage them to share what's top of mind, what's caught their attention, or even something interesting they've read. By building a culture that values different viewpoints and being open, you create room for those unexpected moments of collaboration and ideation

Hannah

Director, Product Marketing & Measurement

What does your typical day look like?

Being on the Data Engineering team, I have the amazing opportunity to work with cutting edge data processing systems to assist with moving the company forward on a day to day basis. The typical day for me is working with my team to ensure the data flows seamlessly across all sources, is ready for action, and enables better decisions across Gopuff.

Dahlia

Software Engineer

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