S&O Manager
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Salary analysis
Compared with the selected benchmark ("Company in Helsinki, Finland"), this listing's salary midpoint is about 93% lower. The offer sits below the benchmark range (€3,300–€3,300). Range-width comparison is limited because one of the salary bands is incomplete. This benchmark is based on 1 comparable listings.
| Market | Lower bound (25th percentile) | Median | Upper bound (75th percentile) |
|---|---|---|---|
| All roles in Helsinki, Finland | €2,080/per month | €2,930/per month | €5,000/per month |
| Company in Helsinki, Finland | €3,300/per month | €3,300/per month | €3,300/per month |
| Pay in our data — not quoted in ad (Senior) | €225/per month | €244/per month | €263/per month |
The Customer Experience team's mission is to be the reason customers keep coming back to DoorDash after they experience a defect with their orders. We do this by redefining customer support and creating experiences that solve customer problems while building trust. As part of unifying DoorDash, Wolt, and Deliveroo on a global platform, we’re transforming how customer experiences are delivered at scale while honoring local market needs. As AI rapidly changes how customer experiences are delivered, you’ll define how intelligent automation, rich context, and human expertise come together to create faster, more personalized outcomes. A core part of this role is understanding the unique needs of local markets and translating them into globally scalable products. You’ll work closely with regional teams to uncover operational, cultural, and language nuances, then build shared capabilities that deliver a consistent global experience while remaining flexible enough to meet local needs. Working closely with Product, Applied AI, Data Science, and Operations, you’ll define the long-term strategy for this Associate Tooling and help shape the future of Customer Experience across Wolt, and Deliveroo. WE’RE EXCITED ABOUT YOU BECAUSE YOU WILL… Lead a team of program managers and specialists in deploying and maintaining Associate Tooling for our in-house and BPO teams- nearly 10,000 agents in all - providing live support to customers for DoorDash EMEA (brands Wolt and Deliveroo). Partner with product teams to set the direction and roadmap for associate tooling, including Astra (our case management tool), voice connectivity, real time management tools and associate co-pilot solutions. Identify, test, deploy and maintain external solutions that complement our in-house product suite. Lead cross functional initiatives to improve CSAT, handling time, first response time, refund policy adherence and other associate level performance metrics through optimization of tools, processes and practices. Lead and mentor your team, fostering a culture of innovation, operational excellence, and accountability
Job Details
Responsibilities
- Lead a team of program managers and specialists in deploying and maintaining Associate Tooling for internal and BPO teams across EMEA
- Partner with product teams to set direction and roadmap for associate tooling, including case management, voice connectivity, real time management tools and associate co-pilot solutions
- Identify, test, deploy and maintain external solutions that complement our in-house product suite
- Lead cross-functional initiatives to improve CSAT, handling time, first response time, and policy adherence through tooling optimization
- Lead and mentor your team, fostering a culture of innovation, operational excellence, and accountability
Requirements
- 7+ years in Strategy & Operations, program management, consulting, or operations with experience in support systems or support setup
- Data-driven and analytical mindset with ability to use data to drive strategy and improvements
- Strong project management and execution skills with ability to lead cross-functional initiatives
- Excellent communication skills with ability to present insights to multiple levels of leadership
- Stakeholder management experience with regional teams and product managers
- Proficiency with Looker, SQL or similar analytics tools a plus
- Fluency in English and EU work authorization
Skills & Technologies
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