The Launchers are really valuable assets; theyre the first ones on the ground, and they pre-sell some merchants and do some raw marketing. while also balancing the dynamics of a three-sided marketplace. At my previous company intermix.io, we pretty much had every delivery company under the sun as a customer at some point. Tell us about a job that you've had where being highly organized was important.2:38 - Question #3: How do you define success in your work?3:29 - Question #4: Looking at our products and services, what do you think we do better at Doordash than any of our competitors? We also work closely with Engineering our CEO has said, Engineering and Strategy and Ops need to go together like peanut butter and jelly. Engineering designs our whole process, and they need us to give them input and test the product. Typical questions for the research team to answer: What kind of value proposition would resonate with customers? First off, Gross Margin grew from 23% in Q1 2019 to 53% in Q3 2020. Each of our seven regions has its own weekly standup, as do the customer, merchant, and Dasher teams within the regions. Everyone here is on the same team. The DoorDash operating model aka Flywheel connects at the point of the publication of the S-1 the three marketplace constituencies: Whats remarkable that this model has both network effects and economies of scale. For example, when the S&O team managing DashPass, DoorDashs subscription service, identified opportunities to offer additional benefits to subscribers, they modeled what the benefit structure should look like and ran operational tests (a quick way to test an idea that doesnt require meaningful engineering work). Typical questions for the research team to answer: Why are customers using / not using what we offered in the experiment? Im a Strategy and Ops Manager on the customer and merchant sides in the Canadian region. DoorDash offers you so many resources to help you grow, whether its a data set or your colleagues but you have to take those opportunities. For me, the partnership between Strategy & Operations and research works best when research is closely plugged into the day-to-day efforts of the organization. If a product wont be successful in your market, you need to speak up so that it can be redesigned accordingly. You cant be afraid to speak up when you have strong beliefs and the data to back them up, but at the same time, its essential that we listen to other perspectives and work together. With DashPass, customers pay a flat monthly delivery fee (today $9.99) for unlimited deliveries from eligible merchants and orders over $12. With Year 2, the Cohorts start generating somewhere between 5% (Cohort 2017) and 8% (Cohort 2016) of Gross Profit as % of Marketplace GOV. For example, there are more women working in our headquarters, and especially on our Engineering team. A lot of what I do relies on other peoples hard work; being a leader at DoorDash means empowering the people on your team to be successful. The logistical considerations for a dense urban city like Chicago or New York are different from those of a suburban area like Palo Alto, Calif., where we started. But DoorDash takes the cake in my opinion. Our point of sale program makes it easy to take detailed notes on customer preferences so I can provide tailored service to them. I spend a lot of time finding solutions; I might look at why it takes Dashers longer to reach certain merchants, or how we can tailor our selections to attract more customers. Click the link below to head over to Substack and subscribe!, Investor at Rodeo Beach, co-founded and sold intermix.io, VP of Platform Products at Instana, https://doordash.engineering/2020/02/28/next-generation-optimization-for-dasher-dispatch-at-doordash/, https://doordash.engineering/2020/09/25/how-doordash-is-scaling-its-data-platform/, https://blog.doordash.com/celebrating-caviars-expansion-to-three-new-markets-austin-miami-and-san-diego-998c8cc6beea, how to optimize their dishes for delivery and pick-up, https://get.doordash.com/blog/off-premise-food-quality, https://blog.doordash.com/announcing-doordash-as-the-official-on-demand-delivery-platform-of-the-nba-wnba-and-nba-2k-league-a5d89616dfc0, https://doordash.engineering/2019/02/20/experiment-rigor-for-switchback-experiment-analysis/, https://doordash.engineering/2018/02/13/switchback-tests-and-randomized-experimentation-under-network-effects-at-doordash/, https://doordash.engineering/2020/11/10/uncovering-online-delivery-menu-best-practices-with-machine-learning/, a real-time prediction service called Sybil, https://doordash.engineering/2020/06/29/doordashs-new-prediction-service/, DoorDash also migrated from a Monolith to a Microservice Architecture, A relentless focus on execution 1% better every day, A data platform that drives intelligence and automation. About the Role. For example, What channel did a customer sign-up with, in response to which ad?, what type of phone do they use?, or what type of credit card do they use to pay?. You have experience blending analytics and creativity to scope and implement solutions, working as an individual contributor and as part of a larger team. By developing regional experts, were able to quickly learn whats worked in one market and apply those practices to other cities. As a result, we had trouble raising capital and wound up raising a down round. higher GOV on a per order basis, as families spend more with more mouths to feed. Activision Blizzard, Go to company page I would describe everyone as tenacious. Operators need to easily flex between both of those mindsets. There are three distinct lessons learned from the DoorDash S-1. Internationally, just like in the U.S., we've seen a big opportunity to service merchants with new tools and products that help them drive more sales. Its important to take initiative. One of the biggest levers for a profitable delivery business is driver dispatch which dasher is best suited to fulfill a delivery. Get this delivered to your inbox, and more info about our products and services. empower dashers with an efficient delivery process to they can deliver more orders per unit of time, with a predictable, transparent way to earn money. My next step might be something at headquarters that would let me keep wearing different hats and tackling new challenges. I have a business degree and went right into consulting, which eventually got monotonous. The insight here I think is that it will be hard if not impossible to grow the business by increasing the average order size, e.g. Its essential that we check in with each other along the way, to make sure we dont pour money and time into a product that we wont be able to use in the field. Another big challenge is scaling all three sides of our marketplace merchants, customers, and Dashers at the same rate. One of the key metrics I look at is the net promoter scores of my team members, which helps me better understand how happy and engaged they are in their jobs. Each order on our local logistics platform provides a broad range of information that is analyzed by our machine learning algorithms to improve the quality and performance of our platform. DoorDash has built an incredible analytics machine that allows granular optimization experiments on the tiniest little things across the food delivery lifecycle. The lower density of suburban areas turns out to be an advantage, because of less traffic and better parking. Can someone else please DM me as well! We started with food because its the hardest product to deliver. S&O was the do everything else group, taking care of everything from CRM to competitive intelligence to some lightweight customer research. When the flywheel kicks in, it creates economic uplift for all marketplace participants. Were definitely not going in blind. Compounding incremental improvements looking at the evolution of the business, that approach seems to have worked for DoorDash, by looking at aggregate numbers. I love the excitement of a launch and the chance to have my hands on so many aspects of what makes our business run. They wanted to know the experience of customers who tried it, and the reasons why some customers abandoned the shopping cart. Ive heard this repeated often: Speak as if youre right. With data from the over 900 million orders that have been completed through the platform since founding, theyve made it more efficient and profitable to deliver food from A to B than anybody else. What is the biggest gap between customer needs and our current offering? In LA, for example, we deal with a unique set of traffic and parking challenges, so were more focused on those issues here than we are in regions where traffic is light. DoorDash has again a competitive advantage here they have more customers and orders, across more markets, hence they have a better data set to power their machine learning algorithms. Job Portraits specializes in Managed Employer Branding We use the truth to help teams find their people. Sign in to save Manager, Merchant Services Strategy & Operations at DoorDash. Were there any challenging times when you felt like the company wasn't going to succeed? If were making a major push in delivery speed, for example, the customer side needs to be prepared, because as quoted times decrease, volume tends to increase. via marketing, promotions, etc. Sometimes S&O partners may request additional inputs to understand the opportunity size or gather customer stories to support a potential solution. I can provide detailed insights. + View 9 more replies. Thats a natural part of our business, so its important to communicate and make sure everyone plans for those events. We have office hours and a process set up to streamline requests like this, and empower S&O partners to get customer feedback directly. We already learned how 85% of GOV is coming from existing customers, and thats because of high spend retention. Ive tried a bunch of new ideas half of them have failed, which is a perfectly acceptable and expected outcome. You also need to think creatively and be willing to experiment. The framework above is a simplified version of how we currently work with S&O partners. Another interesting part from the How We Operate Section is the Get 1% better every day mantra. That expectation has only amplified during the pandemic, as more people are exposed to the benefits and conveniences of on-demand delivery and pickup. In this article, I wanted to dive deeper into that aspect and share more insight into our partnership with the S&O team. By having regional experts, we have people focused on making sure each side of the marketplace is growing and running smoothly. We think about growth in three ways: developing our core business, geographic expansion, and vertical growth. 30 min or 20 minutes a Dasher can deliver more orders per hour, and also makes more money. If this were a play, I would say we just finished act one this year. Strategic Partner Manager Career. Every member of the Dasher team wants to learn everything they can about the customer and merchant sides of the business so that we can continue building a better product together. Cross-functional Assessment 3. If you assume an average of 1.6x across the three cohorts [(1.57 + 1.62 + 1.65) / 3 = 1.61] for the next three years, that means well be looking at 4.1x cumulative GMV. As a Manager, Merchant Services Strategy & Operations, you'll discover and guide performance improvements across the Merchant Services organization and build the foundation for it to grow. DM if interested. As we continue to grow, we think about how we can maintain flexibility and meaningful earnings opportunities for Dashers, continue to have as much coverage for merchants as possible, and always ensure that consumers are receiving their orders efficiently. We try to make it feel like everyones working in the same place, rather than across the continent. The opportunity before us is vast, and as we dive deep into the unique needs of each new country we enter, we continue to be excited by the impact we can make for our stakeholders there. Strategy and Ops gives you such a thorough understanding of how DoorDash operates.. We are only as good as our next order. You always have that sounding board, so youre never really alone. Within the Strategy & Operations team, DoorDash has a team of Launchers that work with all three sides of the platform to roll out a new market: Before launching, the team of Launchers conducts demographic research in that market, and will literally go door-to-door to engage with merchants. With that knowledge, we worked with S&O partners to improve the messages, making them resonate more with customers, and address the concerns more effectively. Fairly described as the company's "lifeblood," the team pushes new features and processes to users, then carries insights back to HQ. You can unsubscribe from these emails at any time. doordash strategy and operations interview. The compounding impact on the business is tremendous, because DoorDash is generating organic growth without spending more on customer acquisition. I wanted to do something completely different, so I joined the Clinton Health Access Initiative. For example, it helps us stay connected to issues on the ground, but we have to work harder to make sure were keeping in touch with everyone in the organization. And in Japan, where a majority of Dashers complete deliveries by bike, vs. in a car, we may suggest different delivery routes, or offer different bags for carrying goods to their final destination. Show benefits by country: United States I have a second round interview with . Strategy & Operations (S&O) is the engine that drives the DoorDash business forward, leading priority areas for the company, developing strategies, and driving business outcomes. We socialize after work a lot. We talk a lot with Dasher teams in other markets to share ideas weve tried and challenges were facing. Sign in to create your job alert for Merchant Services jobs in Tempe, AZ. Ive learned to push back a little bit. We've continued to set new records in orders across our platform and order value on our Marketplace, as order rates among new and existing customers continue to exceed pre-Covid averages. If there was a big initiative to grow order counts for tomorrow, what would you do to make it happen. I love that process. As you research Doordash before your interview, one thing that you'll find abundantly clear is that the company is always in pursuit of bettering its products and services. DoorDash Strategy And Operations Associate Interview Questions | Glassdoor DoorDash Engaged Employer Overview 12K Reviews 25K Jobs 7K Salaries 1.6K Interviews 728 Benefits 35 Photos Add an Interview DoorDash Strategy and Operations Associate Interview Questions Updated 1 Feb 2023 Find Interviews Register. How can we solve it? Doordash Interview Questions with Answer Examples. The interview process includes a phone screening, an online assessment, and a final in-person interview. Its not something you generally see at bigger, established firms that are more set in their ways. I was promoted to Associate General Manager, then General Manager for Los Angeles, and transitioned to my current role when we began building our specialized teams. RIP DoorDash hiring process. Got an email rejection a few days later. In the past, research has helped me conduct a conjoint survey to target the best combination of features for our consumer base as well as design, host, and analyze surveys that gauge consumer interest in new and evolving products. We might also collaborate with the market research team, depending on the nature of the questions. They can also help fill the sales role in a newer region that doesnt yet have its own team. I was drawn to apply at Doordash because of this. To test if the proposed solution is viable, they run experiments (the operational tests) with a small set of customers. Fang: Building the DoorDash logistics network was an expansive effort, and is an ongoing effort across our company today. from the events that happen pre- and post-transaction. Turns out DoorDashs Ideal Customer Profile wasnt just the Millennial Young Professional in the City, but also the All-American Family in Suburbia where both parents are working and dont have much time (or desire) to cook. They want to make candidate can handle the work. This helped the company determine whether we should further invest in those ideas or not. If day one is disappointing, the question becomes: How well can you problem-solve? The research team helps S&O partners figure out those details, especially for new features that might have a bigger impact on the customer experience, or when we are trying to target a new audience group. Organization is key, and I need to be able to focus on a specific issue rather than getting dizzy from the whole picture. or generally what the interview rounds look like? Our leadership also understands that you dont always hit your targets. Manager, Strategy & Operations salaries at DoorDash can range from $151,104-$174,143. The combination of regional experts and focus on each side of the business ensures that local marketplaces within the regions are growing and running smoothly. Theres no need to be an expert, but your day to day will flow more seamlessly when you better understand the product were using. If you dont have the time to read the full post I also write a weekly-ish newsletter where I share the lessons learned from all the start-up that I come across. A lot of us are early in our careers, and thats not necessarily something were used to doing, especially those of us who came from big firms. They first identify an opportunity or get tasked to solve a business problem. Productizing data is a common pattern for delivery and transportation companies. Ive learned to love being wrong. Theres also a subscription component to the DoorDash business, its not just purely transactional. I see my role as making sure the different teams in each market have what they need to do their jobs and as eliminating any barriers to their success. Will be grateful! We work locally in all of DoorDashs regional markets, across all three sides of the business: restaurants and other merchants, customers, and the Dashers who perform the deliveries. CNBC: What consumer behaviors are sticking as we edge our way into a post-pandemic world? : how well can you problem-solve have a second round interview with play, I say! Save Manager, merchant Services jobs in Tempe, AZ in-person interview than across the continent im Strategy... Services Strategy & amp ; Operations salaries at DoorDash so youre never really alone operational tests ) a... Blizzard, Go to company page I would say we just finished act one this year help the... 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