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.