As the Incident Response Manager of Campaign Operations, you will lead a team of six contractors responsible for 24/7 global monitoring of real-time campaign and promotional data so that we're ready to quickly investigate and act on any campaign quality issues. You will be responsible for building incident response playbooks, developing the team, and analyzing incident trends and campaign performance data to proactively identify areas for improvement. In this role, you will partner closely with Campaign Operations Managers, Data Engineering and Martech to ensure we have access to the real-time data signals, tools and processes to quickly address campaign quality issues. This role will report to the Director of Promotional Strategy and Quality.

You're excited about this opportunity because you will...

• Lead a team responsible for monitoring and quickly assessing and addressing incidents to minimize campaign disruption globally (US, Canada, Australia, New Zealand). This includes monitoring data across campaign volume, promotional spend, and support inbounds.
• Monitoring campaign metrics such as inbounds and errors to identify campaigns that can lead to incidents and taking preemptive measures to mitigate the issue.
• Design, implement, and refine incident response playbooks to address potential risks in marketing campaigns, focusing on best practices and scalability.
• Collaborate with cross-functional teams (e.g., engineering, product, customer support) to ensure alignment and efficiency in incident resolution processes.
• Provide ongoing training on incident management processes, tools, and technologies to improve team readiness.
• Manage the team calendar to ensure 24/7 incident response coverage.
• Analyze incident trends and campaign performance data to proactively identify areas for improvement.
• Deliver actionable insights and recommendations to leadership for reducing the likelihood of future incidents.
• Develop and maintain a centralized incident tracking system for reporting and resolution.

We're excited about you because...

• Experience: 5-6 years of experience in a Marketing Operations, Support Operations, or Martech role with at least 2 years in a CRM or Lifecycle Marketing role.
• Technical Proficiency: Proficiency in Excel and SQL is required. Experience working with Braze and complex Marketing tech stacks a plus.
• Leadership: Proven people management experience, including leading teams, coaching individuals, and building a strong culture of collaboration.
• Operational Excellence: Strong attention to detail, experience creating efficient processes and scalable solutions, and the ability to remain calm under pressure and solve complex issues in real time.
• Analytical Proficiency: Ability to identify trendbreaks in complex dataset and partner with Data Science partners to test metric benchmarks and thresholds for incident alerts.
• Collaborative Approach: Excellent interpersonal and communication skills to work effectively with cross-functional teams and stakeholders
• Communication: Exceptional written and verbal communication skills, with the ability to clearly convey technical and non-technical information to diverse stakeholders.

We expect this position to be filled by 3/26/25

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. Paid sick leave in compliance with applicable laws (i.e. Colorado Healthy Families and Workplaces Act).

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.

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within the United States.

$119,000-$175,000 USD

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.