HR Service Desk Manager
Apply To JobJob ID: 2935877
DoorDash, Inc.
Phoenix, AZ
About the Team
The People Services team sits within the People Strategy & Operations Organization and is responsible for providing a high quality support experience to employees, in close partnership with functions such as HRBP, Total Rewards, Recruiting, and HR Tech. The team also plays a key role in driving efficient operations and maintaining data integrity for the People team as a whole by executing key processes throughout the employee lifecycle (e.g., terminations, internal transfers, I-9 verification).
About the Role
DoorDash is looking for a Manager to help us lead and grow a world-class People Operations support team function. In this role you will be responsible for the leadership and development of our People Operations Support Analysts to provide world class employee experience, increase the efficiency of the People team, and improve the quality of our data. You will play a critical role in creating a highly employee-centric team as DoorDash goes through a period of rapid expansion. You will report to the Senior Manager of People Operations. While the position is remote, we prefer candidates based on the West Coast.
You’re excited about this opportunity because you will…
- Ensure day-to-day operational excellence. Oversee the HR service desk team, provide guidance and support to the team of 8 People Services Analysts ensuring efficient and effective service delivery. Ensure a high level of customer service is provided to DoorDash employees while addressing any service-related complaints/escalations and work to resolve them promptly. Conduct regular team meetings, one on one to coach and develop individual performance against metrics.
- Create and maintain documentation. You will lead the team to partner & collaborate with our enablement team for creating & maintaining accurate and up-to-date HR knowledge base and FAQs. You will ensure thorough and up-to-date documentation of the People Services team’s processes to support team members training and development.
- Monitor and report the Service Desk performance. You will update and review the scorecard used to measure team performance to drive continuous improvement.Generate regular reports on service desk performance metrics, Analyze data to identify trends and areas for improvement and present findings to senior management and suggest actionable recommendations.
- Develop new ways to create a great employee experience. You will constantly seek opportunities to improve the employee experience, by Identifying opportunities to streamline HR service desk processes, Implementing new tools and technologies to enhance service delivery and gathering feedback from employees and incorporating it into process improvements.
- Collaborate with Stakeholders and ensure the team stays compliant. Ensure the team adheres to HR policies, procedures, and legal requirements.Keep up-to-date with changes in HR regulations and ensuring the service desk complies. Work closely with other HR functions (recruitment, benefits, payroll, etc.) to ensure a cohesive HR service delivery.
We’re excited about you because…
- You have 3-5+ years of HR experience working in HR, with at least 2+ years of people management experience, or 2+ years of People / HR support services experience
- You have strong experience using Workday
- You are a hands-on, inspiring leader who has a track record of building highly engaged, diverse teams
- You are customer obsessed - you care deeply about providing high quality service to employees and internal customers, and you instill that passion in others
- You operate at the lowest level of detail
- You use data to guide decision-making and priorities
- You are process-driven - you are effective at building out standard operating procedures and processes in order to remove “guesswork” and ensure high quality outcomes
- You are solutions-oriented - you don’t just see problems, you also partner with others to co-develop solutions that can be quickly implemented
- You thrive in fast-paced, ambiguous environments
- Significant experience using the Google Suite of products, especially advanced functionality in Google Sheets
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. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on June 20, 2024.
Please see the independent bias audit report covering our use of Covey here.
Compensation
The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.
In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package for all regular employees that includes a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefits, and several paid holidays.
Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match, and a mental health program, among others.
To learn more about our benefits, visit our careers page here.
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific 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 qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
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