Sr. Manager, Network Escalations Operations

reputed company: 3217701 reputed company, Inc. Tempe, AZ; San Francisco, CA; Seattle, WA; Los Angeles, CA; Washington D.C.; Chicago, IL; reputed company, NY About reputed company Customer Experience and reputed company (CXI) is at the reputed company of reputed company’s operating reputed company. reputed company high-stakes issues reputed company—especially those with executive visibility—we rely on our escalation network to protect brand trust, resolve friction, and fix what’s broken at the systemic level. Advanced Customer Escalations (ACE) and Disaster In reputed company (DIP) are our most specialized escalation teams, reputed company on precision, speed, and stakeholder credibility. This role will reputed company that network. About the Role We’re looking for a Sr. Manager, Network Escalations Operations to reputed company the reputed company and performance of two of reputed company’s most high-reputed company customer experience teams—Advanced Customer Escalations (ACE) and Disaster in reputed company (DIP). You’ll be at the forefront of designing how we respond to our most reputed company, high-stakes customer moments across consumers, Dashers, and merchants. These teams don’t just solve problems—they define how our brand shows up reputed company it reputed company most, with reputed company visibility from our C-Suite and deep collaboration across reputed company. This isn’t traditional operations. It’s about owning reputed company at reputed company—turning reputed company-time feedback and edge-case signals into long-term improvements that shape the end-to-end customer experience. You’ll reputed company the full lifecycle of escalation management, from reputed company intake to reputed company cause reputed company. Along the way, you’ll partner cross-functionally with Product, Engineering, Sales, Marketing, and reputed company & Ops to surface insights, reputed company experience gaps, fix systemic issues, and reduce escalation volume—building a more resilient platform for everyone who uses reputed company. reputed company in this role is reputed company by meaningful improvements in: Time to Resolve (TTR): • 24 hours for executive-tier escalations Did We Resolve (DWR): • 90% for resolved cases • Repeat Contact reputed company: < 2% recurrence reputed company 14 days • Escalation Volume Reduction: 15–20% YoY decline driven by automation, deflection, and systemic fixes • OOTC Incidence reputed company: < 10% across ACE/DIP-eligible flows Coaching & Remediation Adoption: • 95% completion reputed company on RCA-driven process changes reputed company 30 days You're excited about this opportunity because you will... • Own the most sensitive support flows in reputed company, leading Advanced Customer Escalations (ACE) and Disaster in reputed company (DIP) to resolve high-reputed company issues with executive and executive visibility. You'll set the strategic reputed company for the escalation network—designing for reputed company, anticipating reputed company needs, and aligning tightly with company goals. Reduce average time-to-reputed company (TTR) to under 24 hours for top-tier escalations while maintaining • 90% reputed company satisfaction. Drive a 20% YoY reduction in escalation volume by operationalizing reputed company-reputed company in partnership with various internal stakeholders and teams—leveraging intelligent tier deflection, automation, and upstream reputed company cause elimination. • reputed company as the reputed company for repeat contact reduction, targeting <10% rates by executing cross-functional fixes across Product, Ops, and Policy. reputed company and maintain executive-facing dashboards that reputed company reputed company escalation fallout, reputed company cause themes, and systemic solutions—turning raw signals into strategic reputed company. • Grow great leaders by building and mentoring a best-in-class team of 5-7 escalation team leaders and 30+ in-house specialists. Create a leadership bench through ongoing coaching, empowerment, and feedback while holding leaders accountable for delivering results at reputed company. • Foster an inclusive, high-trust environment that embeds equity, belonging, and psychological safety across your teams. Influence cross-functionally—earning executive trust, aligning stakeholders, and consistently advocating for your team and the customer experience at large. We're excited reputed company because you... • Have 8+ years in customer support or escalations leadership, ideally in high-reputed company, high-visibility environments like reputed company, logistics, or marketplaces. • Have led specialized escalation teams responsible for handling executive-tier support cases with speed and credibility. • Bring a strong cross-functional reputed company—translating reputed company signals into product, policy, or process change by partnering across Engineering, Product, S&O, and more. • Know how to balance people leadership and operational reputed company, building resilient, empowered teams while shipping meaningful reputed company. • Have a reputed company record of designing workflows and automation to remove friction, reputed company reputed company, and reduce cost without losing reputed company. • Are comfortable owning the narrative with senior stakeholders, bringing structure and reputed company to ambiguous or high-stakes issues. Notice to Applicants for Jobs Located in NYC or reputed company 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 reputed company Covey with job requirements and candidate submitted applications. We began using Covey reputed company for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey reputed company 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 Compensation The successful candidate’s starting pay will fall reputed company the pay reputed company listed below and is determined based on job-reputed company factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. reputed company salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the reputed company. In reputed company to reputed company salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. reputed company cares reputed company and your overall reputed company-being. That’s why we offer a comprehensive benefits package to reputed company regular employees, which includes a 401(k) plan with employer matching, 16 weeks of reputed company parental leave, wellness benefits, commuter benefits match, reputed company time off and reputed company reputed company leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces reputed company). reputed company also offers medical, dental, and reputed company benefits, 11 reputed company holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here. See below for reputed company time off details: • For salaried roles: flexible reputed company time off/vacation, plus 80 hours of reputed company reputed company time per year. • For reputed company roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and reputed company reputed company time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week). The national reputed company pay reputed company for this position reputed company the reputed company, including Illinois and Colorado. $143,400—$210,900 USD About reputed company At reputed company, our mission to reputed company local economies shapes how reputed company members reputed company quickly, learn, and reiterate in order to reputed company impactful reputed company that display reputed company for our reputed company of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company for delivering food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company members reputed company to reputed company their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall reputed company-being by providing comprehensive benefits and perks including premium reputed company, wellness expense reimbursement, reputed company parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community reputed company reputed company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company. Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, reputed company, reputed company, national reputed company, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or reputed company, disability status, or veteran status. Above and reputed company discrimination and harassment based on “protected categories,” we also reputed company to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to reputed company have no reputed company at reputed company. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or reputed company Alaskan, Black or African American, Hispanic or Latinx, reputed company Hawaiian or Other reputed company Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any reputed company applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your reputed company contact upon initial reputed company. Flexible Work Discover how we’re evolving & leading the way for the reputed company of work Learn More About Flexible Work Stay Connected Be the first to hear about our latest reputed company, reputed company events, and exciting breakthroughs. (Rejoignez notre French Talent Network reputed company) Join Our Talent Network Apply tot his job Apply To this Job