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Tier-1 brand, remote option, metro locations, and broad leadership skillset increase candidate competition.
Vendor-management and CX/BPO skills transferable but elite-degree preference increases domain specificity.
IIT/IIM requirement, 8+ years and vendor-management mandate make shortlisting highly strict.
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Own performance management and relationship accountability for multiple large, complex BPO partners (4K+ agents), against DoorDash's Customer Experience matrix.
Design and execute the end-to-end performance management strategy and operating model, producing business reviews and leading cross-functional leadership engagement.
Lead analysis and remediation of complex performance challenges independently and partner across teams to enhance partner performance and compliance.
8+ years of operations experience managing large, complex partner or vendor portfolios.
Full-time degree from an IIT or IIM.
Willingness to travel up to 35% internationally and domestically.
Work Experience Required: 8+ years in operations and partner/vendor management.
Experienced in managing large-scale, multi-site BPO partnerships with complex operational challenges.
Strong analytical skills with expertise in root-cause analysis and data-driven decision making.
Proven ability to lead managers and cross-functional teams, and communicate complex insights to senior leadership effectively.