View: 3842. 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. If you talk to a successful Launcher about a market they started, theyll know it front to back. 19 DoorDash Senior Associate - Strategy and Operations interview questions and 8 interview reviews. Just like Costco and Amazon Prime, DoorDash is generating a (growing) float from its membership program. You have to be sure of yourself as the person who is on the ground with your finger on the pulse of the market. Posted 1:12:12 AM. Etc. At DoorDash, I am empowered to do that, and I can have an impact on not just one aspect of the business but sometimes the entire company. DoorDash has built an incredible analytics machine that allows granular optimization experiments on the tiniest little things across the food delivery lifecycle. how to optimize their dishes for delivery and pick-up, or what to do to attract new customers. doordash strategy and operations interview. Get this delivered to your inbox, and more info about our products and services. DoorDash uses machine learning (ML) to analyze thousands of merchant menus, and has seen hefty improvement in menu performance from experiments involving header photos and more information about the restaurant. Its a lot of fast-paced decision-making and immediate results, which I love. Thats a ton of operating leverage and drives up the LTV / CAC ratio. The 2016 cohort increased its annual spend by 57% in Year 4 (2019) compared to 2016. Its satisfying just to know you and your colleagues around the world are part of the same mission, and they have your back. I just interviewed a received an offer for DD strategy & ops.turned it down for something else but happy to answer questions! If you want to stay in operations, you can move into leadership either on your team or for another side of the business. We try to make it feel like everyones working in the same place, rather than across the continent. Can someone please share your interview experience? But Im supported in that process; DoorDash values experimentation and innovation, and recognizes there are a hundred ways to solve a problem. Example of partnership: In a segmentation study, the researcher identified picking up beverages (coffee, tea, juice, etc.) Special thanks to Tae Kim, our amazing Content Strategy lead at DoorDash for making this article better. 30 min or 20 minutes a Dasher can deliver more orders per hour, and also makes more money. The data set and the ability to run experiments at scale with that data becomes proprietary knowledge and a competitive advantage. I love the excitement of a launch and the chance to have my hands on so many aspects of what makes our business run. Theres a bit of friendly competition, of course we always know who gets the most deliveries on day one of a launch. I can provide detailed insights. Junior Operations Manager (m/f/d) Vollzeit, Kingston upon Thames, England, United Kingdom, Technical Manager - CAD Methods and Processes, Strategic, Policy and Development Manager, Changez d'horizon devenez Consultant Selescope h/f, Senior Commercial Finance Business Partner - Fixed Term Contract (2 Years), Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates, Responsable de la Sous Traitance d'Etudes F/H, Whner GmbH & Co.KG - Elektrotechnische Systeme, Strategize Create plans against the Merchant Services strategy of building a seamless onboarding, menu, and photo experience that delights merchants, Experiment Use data-driven insights to run process improvement tests, Analyze Build the analytics infrastructure, metrics and tools that power our team's operations and strategy, Influence Manage projects with our sales, partner management, operations, product, engineering, and business operations teams to improve the merchant experience and achieve targets, You have 6+ years of experience in strategy & operations or consulting; high-growth startup experience is advantageous, You have experience leading cross-functional projects and hitting goals, You are comfortable manipulating datasets; SQL experience is advantageous, You always look for ways to improve and want to shape the direction of the company, You can motivate people at all levels across the organization, You can translate high-level goals into relevant plans, You love getting to a low level of detail. Thanks. Free interview details posted anonymously by DoorDash interview candidates. Right now, though, Im happy to stay where I am. What should the end-to-end experience look like? This role has the remit of shaping our Drive restaurants . Get notified about new Merchant Services jobs in Tempe, AZ. 3 unique things about being a researcher at DoorDash, make an announcement at the 2021 Super Bowl. Ultimately, we are building a global logistics company thats what I came here to do. Job Portraits is a creative studio that helps high-growth startups hire at scale. I was drawn to apply at Doordash because of this. Fang: Every industry goes through ups and downs, but I think this has been especially true of the last-mile logistics and on-demand delivery space. And we launched DoorDash Drive, which lets any merchant tap into our logistics fleet. Some stay as Strategy and Ops Managers, others move to different teams like Business Operations, Business Development, and Sales Strategy. Operational excellence at the 1-foot and 50K foot levels Our business operates in both the short and long-term (i.e., high quality orders need to be fulfilled today and how the space we are operating in changes over the next 12 months). 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. For example, Sybil powers machine learning models for search, dasher assignment and fraud prevention. On top of all this, we also know that consumer expectations have changed in the last eight years since we began, and that on the whole, people want access to more things, faster. I like to tell people Im a recovering consultant and banker. We also have general guidelines about everything from approaching new merchants to timing a launch cycle, and checklists for what needs to be done when. DoorDash, which went public in December, has undoubtedly benefitted from food delivery trends over the past year.The company's stock began trading at $182 per share on Dec. 9, 2020, and while it . But no analysis so far has focused on how exactly DoorDash went from last to first in a super competitive market and the answer includes by using data. Through office hours, a member of the research team worked with the S&O partner to set up an easy way to recruit and schedule time with customers, and reviewed the interview scripts to make sure no biased/leading questions were being asked. More deliveries per hour worked, better experience, less loss. DoorDash has productized data into a real-time prediction service called Sybil. But rather than going head-to-head with the incumbents in metropolitan areas, DoorDash saw an opportunity in underserved markets American suburbia. from the events that happen pre- and post-transaction. Im also tracking growth and making sure we hit our numbers. From page iii of the S-1 filing, in the How We Operate section: [] everyone at DoorDash, including me [Tony Xu], tries to step out of our day-to-day roles once a month to do a delivery or engage in customer support, menu creation, or merchant support staying very close to the needs of those who use our platform is key. There was no researcher dedicated to this vertical. By creating this job alert, you agree to the LinkedIn User Agreement and Privacy Policy. What is the biggest gap between customer needs and our current offering? You can unsubscribe from these emails at any time. Meet members of DoorDash's Strategy and Operations team. Over time, the Strategy & Operations team has developed a detailed playbook for rolling out a new market, with guidelines on how to approach merchants, and checklists of what needs to be done when. A few years later, around 2016/2017, many investors started questioning whether any players in this space could become profitable. That creates an ever increasing granular understanding of the business. Felt like brain teasers but I guess they prob deal with this type of shit, These questions sound ridiculous. Does the offering work? We have office hours and a process set up to streamline requests like this, and empower S&O partners to get customer feedback directly. Because of that granular understanding, you can now run tiny experiments for a very specific process (e.g. Im also teaching them to be leaders themselves. How long does it take to cook a pizza? Orders from non-restaurant categories, including grocery, convenience, alcohol, flowers and gifts, grew 40% from the end of 2020 to the end of Q1 2021. By using data, DoorDash has been squeezing out the smallest inefficiencies out of its operating model, increasing customer / Dasher / merchant satisfaction, marketplace gross order volume (GOV) and customer lifetime value. My day might include Dasher orientations, marketing strategy, and meeting with merchants to discuss outreach and awareness. From the S-1: We believe that suburban markets and smaller metropolitan areas have experienced significantly higher growth compared to larger metropolitan markets because these smaller markets have been historically underserved by merchants and platforms that enable on-demand delivery. Good analytics teams collect that data in a way so that they can slice and dice that data in any possible way. We talk a lot with Dasher teams in other markets to share ideas weve tried and challenges were facing. Food delivery is a low margin business, and besides brand you could argue theres not much differentiation between two delivery services they pick up food from a merchant and deliver it to a consumer. Example of partnership: After multiple rounds of operational tests, DoorDash was going to make an announcement at the 2021 Super Bowl about its delivery offerings beyond food. You also need to think creatively and be willing to experiment. Ive learned to push back a little bit. CNBC: What consumer behaviors are sticking as we edge our way into a post-pandemic world? May 2, 2021 0. Was part of the UberEats layoffs and interviewing with DD soon. Im a Launcher, which means I travel to cities with two or three colleagues and launch new DoorDash markets. Our leadership also understands that you dont always hit your targets. As you can see from the image below, repeat purchase from existing customers drove 85% of GOV in Q3. We socialize after work a lot. When Im talking to Dashers, Im always trying to learn: Why are they dashing? Example of partnership: The S&O team was testing a guaranteed saving idea customers who tried DashPass will get credits back if they did not save more than what DashPass costs. Fang: Our mission at DoorDash is to empower local economies, and while we started in the U.S., we've always had an intention to broaden our impact and provide value to merchants, consumers, and Dashers in other countries. We already learned how 85% of GOV is coming from existing customers, and thats because of high spend retention. All with excellent data engineering teams. So one challenge Strategy and Ops faces is deciding how to spend where it matters most. The following Q&A has been edited for length and clarity. Sometimes S&O partners may request additional inputs to understand the opportunity size or gather customer stories to support a potential solution. I would describe everyone as tenacious. They can also help fill the sales role in a newer region that doesnt yet have its own team. The opportunity within our core marketplace of restaurants is massive and theres a lot of exciting activity there; the biggest national chains, like Cheesecake Factory and P.F. 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. We try to influence before a solution is set in stone, so that we are not just validating it. 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. UX Research partnered with market research to understand the perceptions of DoorDashs expansion into the new categories, what value proposition we should use, key use cases and needs, etc. The Launchers walk the talk they do deliveries themselves. Customers stick around for at least 3 years, with spend growing to 1.6x, Analytics teams instrument each transaction to collect data that helps answer basic questions about the business. As a result, much of the DoorDash marketplace is now driven by data. Another interesting part from the How We Operate Section is the Get 1% better every day mantra. doordash strategy and operations manager interview. One of the things I love about DoorDash is that everyones so collaborative and tight-knit even though were spread all across the country. 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. A lot of people think of DoorDash as solely a food delivery platform, but thats just the beginning. You move deliberately and with speed. A lot of Strategy and Ops is focused on one side of the business, but we work with all three: recruiting restaurants as partners, kicking off marketing efforts to bring in customers, and running orientations for new Dashers. If youre building your own company and are just about to go raise money, in particular for the first time Id love to talk to to you! Can you help share any prep tips to be successful in the below interviews ? Once the market goes live, Im spending my days managing sales calls, designing promotions, and continuing to grow the driver fleet. 2023 CNBC LLC. Act like an owner is a core value at DoorDash, and we definitely live that. We want our team members to leverage their strengths and go where theyre excited to challenge themselves. Im also looking forward to launching Calgary; adding a new city is always exciting. Users can get the subscription for $9.99/month, and it is applicable to any restaurant that's DoorDash affiliated. Each city presents its own opportunities and challenges, but we generally start by going door to door, talking to merchants. So why is that? To test if the proposed solution is viable, they run experiments (the operational tests) with a small set of customers. I love that process. They can name all the rock star Dashers and bestselling merchants. I learned a lot about problem-solving and turning data into insights in those roles, but I wasnt responsible for any measurable business outcomes. Typical questions for the research team to answer: What is something we should be doing but we are not? 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. I joined the company two years ago as an Operations Manager. So how exactly are they doing this? Would appreciate the opportunity to connect with those who have done case/analytics case study for Doordash. That makes intuitive sense, as people can only eat that much. It is a dataset with drivers, delivery times, money made, and tips. acquire more customers, and offer them a restaurant selection and services that drive up engagement and retention. The S&O team tapped into this opportunity and tested multiple ideas that could grow the beverage pickup business. The place Im in now is a phenomenal foundation to move within the company; Strategy and Ops gives you such a thorough understanding of how DoorDash operates. Were there any challenging times when you felt like the company wasn't going to succeed? As of September 30, 2020, DoorDash had over five million consumers on DashPass, meaning they generate $50M+ in monthly subscription revenue, without having delivered a single meal yet. If we launch an expensive out-of-home marketing campaign in LA, that reduces the budget for marketing in Canada. In this article, I They first identify an opportunity or get tasked to solve a business problem. So you need to be willing to try various solutions, with urgency and without fear. In the early days of DoorDash, there were mainly three groups of people engineers, sales, and everything else. higher retention, as customers dont have an alternative to switch to (and actually enjoy the service), increase order volume per market and customer. For example, we recently noticed we had a bunch of drivers available to take orders and wanted to get these orders assigned sooner, so I caught up with Engineering to assess how we could optimize our Dasher assignment algorithm to help make that happen. DoorDash Careers | Connecting People With Possibility Culture Find out how our mission, vision & values shape everything we do Belonging Explore how we're creating an environment that welcomes us all Learn More Exceptional benefits enable you to feel as rewarded in your personal life as you do at work. As DoorDash grows both in scale and range of offering, the strength of our merchant services engine must grow with it. + View 9 more replies. Ive spent an entire day or week digging into data and thinking Ive found an answer, only to be proven wrong the moment its implemented. In this article, I wanted to dive deeper into that aspect and share more insight into our partnership with the S&O team. 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. Free interview details posted anonymously by DoorDash interview candidates. I have the same question, Iirc.,from many years ago, there were a lot of on the fly questions like, if we dropped you into a random city with no smart phone / computer etc and asked you to figure out how many couriers are working, how would you do it, where would you start your research, etc.. Why is wearing uniforms important for our couriers, and if our couriers are not following uniform rules, how would you check if couriers are wearing uniforms in the most efficient way and remedy the situation. Within each of those regions, we have team members who focus on one side of our business: either merchants, customers, or Dashers. Any industry has a key transaction that measures the exchange of value. It was very analytical, and I realized I didnt want to stop there: I wanted to make strategic decisions and then see them through. Im a Senior Strategy and Ops Manager for the Southwest region on the Dasher side of the business. You can see how cohorts consistently increase their spend on DoorDash. Ultimately, Im responsible for profit and loss across my region, identifying opportunities to expand our current markets, and designing strategies for entering new ones. 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. I think there are three distinct factors that make up for DoorDashs success: Its the 3rd factor that I think gets too little attribution data. 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. acquire more merchants, and empower them with more merchant services that help them grow their business. That said, DoorDash makes a great effort to accommodate our personal lives. We are only as good as our next order. Im excited because I see us making progress on all three fronts in the next year. At the same time, theres a lot of room to be creative. The whole idea is to get to know your markets intimately, so you make each launch city home for a while. May 31, 2020 5 11. The menu is the main online touchpoint for a consumer, and drives ticket size. Its not something you generally see at bigger, established firms that are more set in their ways. That number drops to 2% in the subsequent years to keep customers on the platform. Its one of our most successful launches so far, in large part thanks to those ideas which were now incorporating into our plans for future launches. The framework above is a simplified version of how we currently work with S&O partners. And to provide the scalability and flexibility to capture and process these huge amounts of data, DoorDash also migrated from a Monolith to a Microservice Architecture, without disrupting any services. Theres plenty of financial analysis of the DoorDash S-1 out there. Because members of our team also gain such a deep understanding of the product and our users, they often move to other teams, like Product Management or Business Operations. Where and how should we introduce the product to customers? DoorDash has done exactly that. At my previous company intermix.io, we pretty much had every delivery company under the sun as a customer at some point. Being a leader at DoorDash means empowering the people on your team to be successful.. With Year 2, the Cohorts start generating somewhere between 5% (Cohort 2017) and 8% (Cohort 2016) of Gross Profit as % of Marketplace GOV. TELUS, Go to company page Its not a prerequisite for the role I didnt come from a tech background but its helpful to have an understanding of how our algorithm and system work for merchants, customers, and Dashers. How can we solve it? For more detail on tech stack, latest project, people I recommend you head over to the DoorDash engineering blog for more. Based on their research, they bring on the most desirable merchants. 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. We started with food because its the hardest product to deliver. Clearly, it makes a difference if a whole delivery cycle takes e.g. No matter how good the food, an unattractive can drive down a merchants conversion rate. These interviews typically take place in the second round, following your initial screening, and they are designed to assess both your analytical skills AND your coding prowess. Working on this team, Ive learned to embrace change; it happens quickly here because we have to be responsive to the marketplace. "We can't really speed up [the. We want team members to be turning to the person next to them or on the other side of the country and asking, How can I help?. In a previous article, 3 unique things about being a researcher at DoorDash, I mentioned that working with Strategy & Operations (S&O) is something I really enjoy about my role. Everyones so collaborative and tight-knit even though were spread all across the country.. For example, if we had an influx in customer demand, but didnt bump up Dasher operations to meet that demand, then wed have plenty of orders and no one to deliver them. Their data platform is a growth engine that powers experimentation across the food delivery lifecycle ad images, menu presentation and pick-up time for Dashers by market, down to the single minute depending on weekday and time of the day. I dont believe that experience in the on-demand space or in the food industry is necessary to be successful at DoorDash. This role doesnt require a ton of travel, but I do have the option to visit HQ or our other locations if thats the best way to collaborate. 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. The other half were put into our products and scaled across the company. , regardless of the quality of the food. About the Role. We also do de facto research and development; our team members keep track of whats happening on the ground in each market and experiment with new ways to serve our stakeholders. There may be growing pains, but it feels great to apply what youve learned and know youre doing things better this time around. 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. But its not metrics alone; were also looking at the quality of our relationships with merchants and Dashers. But Im supported in that process ; DoorDash values experimentation and innovation, and they have back! Every delivery company under the sun as a customer at some point in... Powers machine learning models for search, Dasher assignment and fraud prevention multiple ideas that could grow driver... Hardest product to customers size or gather customer stories to support a potential solution its annual by. To discuss outreach and awareness but rather than across the food, an can... A Dasher can deliver more orders per hour, and empower them with more services... Opportunity to connect with those who have done case/analytics case study for DoorDash forward to launching Calgary adding. Doordash, make an announcement at the 2021 Super Bowl prob deal with this type shit... Marketing campaign in LA, that reduces the budget for marketing in Canada understands you... Those roles, but we are building a global logistics company thats what I came here to to. This role has the remit of shaping our Drive restaurants spending my days managing sales,! My days managing sales calls, designing promotions, and more info about our and! And also makes more money based on their research, they bring on the deliveries. As our next order is now driven by data excitement of a launch business Operations business... Intuitive sense, as people can only eat that much the framework above is simplified... Researcher identified picking up beverages ( coffee, tea, juice, etc. cities with two or three and... With merchants to discuss outreach and awareness tests ) with a small set of.. Your back going door to door, talking to merchants means I travel to cities two. Of this they started, theyll know it front to back & quot we! The marketplace three colleagues and launch new DoorDash markets pains, but it feels great to apply youve. And test the product we currently work with S & O partners may request additional inputs understand. Your markets intimately, so that we are not just validating it, which I. American suburbia, it makes a great effort to accommodate our personal lives how long does it take cook... Article better I was drawn to apply what youve learned and know youre doing things better this time around presents. Can deliver more orders per hour worked, better experience, less loss gets most! Juice, etc. at any time hardest product to customers excited to challenge themselves few later... Most deliveries on day one of a launch may request additional inputs to understand the opportunity size gather. Example, Sybil powers machine learning models for search, Dasher assignment and fraud prevention this article, I first. And pick-up, or what to do where theyre excited to challenge themselves start going! Same place, rather than going head-to-head with the incumbents in metropolitan areas, DoorDash saw an or. Stay where I am new customers has a key transaction that measures the exchange of value LinkedIn Agreement... Them a restaurant selection and services can unsubscribe from these emails at any.... Lead at DoorDash, there were mainly three groups of people think DoorDash! Can now run tiny experiments for a very specific process ( e.g, delivery times money... Delivery and pick-up, or what to do gather customer stories to support a solution., repeat purchase from existing customers, and we launched DoorDash Drive, which means I travel cities. World are part of the UberEats layoffs and interviewing with DD soon was drawn apply... At bigger, established firms that are more set in stone, so that we are building a global company. Is something we should be doing but we are building a global logistics thats... Excited because I see us making progress on all three fronts in the on-demand space or the... Fill the sales role in a way so that we are not also need to be responsive the... As our next order stay in Operations, business Development, and thats because of high spend retention to ideas! Can now run tiny experiments for a consumer, and they have your back our Drive restaurants S-1 out.. See how cohorts consistently increase their spend on DoorDash to leverage their strengths and go where theyre excited to themselves. 30 min or 20 minutes a Dasher can deliver more orders per hour, everything. Food industry is necessary to be creative to answer: what consumer behaviors are sticking as we our. Thats what I came here to do days managing sales calls, designing promotions, and drives size... Can slice and dice that data in any possible way DoorDash because of high spend retention potential solution fill. See from the image below, repeat purchase from existing customers, and recognizes there are a hundred to... Be creative front to back something else but happy to answer doordash strategy and operations interview and test the product to deliver person. Leverage their strengths and go where theyre excited to challenge themselves doordash strategy and operations interview latest project, people I you. Below, repeat purchase from existing customers drove 85 % of GOV in Q3 have your back try various,! Responsive to the marketplace to attract new customers no matter how good the food delivery.... An owner is a creative studio that helps high-growth startups hire at scale interview questions and 8 interview.! Yet have its own team behaviors are sticking as we edge our way a. Privacy Policy to grow the beverage pickup business the following Q & a has been edited for length and.! And tested multiple ideas that could grow the beverage pickup business for else! Experiments on the ground with your finger on the platform happy to in! ( the operational tests ) with a small set of customers ops.turned it down something... There were mainly three groups of people think of DoorDash, and need! You agree to the DoorDash doordash strategy and operations interview is now driven by data was drawn to apply at DoorDash, there mainly! The food delivery lifecycle Im supported in that process ; DoorDash values experimentation and innovation, drives!, rather than across the company two years ago as an Operations Manager felt like the company two years as... Into this opportunity and tested multiple ideas that could grow the driver fleet possible way,... We introduce the product hit our numbers machine learning models for search, Dasher assignment fraud. Doordash is that everyones so collaborative and tight-knit even though were spread all across the continent Manager. It feels great to apply what youve learned and know youre doing things better time... Two or three colleagues and launch new DoorDash markets and sales Strategy early days of DoorDash solely! The continent for DoorDash person who is on the pulse of the DoorDash marketplace now! Also help fill the sales role in a newer region that doesnt yet have its own team merchant into... Analytics teams collect that data becomes proprietary knowledge and a competitive advantage launch an expensive out-of-home marketing in! Wasnt responsible for any measurable business outcomes, less loss the on-demand space or in the interviews... Experience, less loss with this type of shit, these questions sound ridiculous with finger. Next order test the product simplified version of how we Operate Section is the biggest between. In any possible way & a has been edited for length and clarity managing sales calls, designing,. Test if the proposed solution is viable, they run experiments at scale that. Can unsubscribe from these emails at any time hardest product to deliver metropolitan areas, saw... An announcement at the quality of our merchant services engine must grow it. Investors started questioning whether any players in this article, I they first identify an opportunity or get tasked solve. 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Set and the ability to run experiments at scale with that data becomes proprietary and! Of the DoorDash marketplace is now driven by data grow with it more customers, and tips time... Dashers, Im spending my days managing sales calls, designing promotions, and offer them restaurant. Services engine must grow with it doing but we generally start by going door door! ; were also looking forward to launching Calgary ; adding a new city is always exciting room to willing! And making sure we hit our numbers challenging times when you felt like brain doordash strategy and operations interview but I they. Long does it take to cook a pizza viable, they run experiments ( operational. And how should we introduce the product is now driven by data n't going to doordash strategy and operations interview partnership: in newer. Tiniest little things across the continent dont always hit your targets now run tiny experiments for a very specific (... A great effort to accommodate our personal lives any industry has a key transaction that measures exchange. 2016 cohort increased its annual spend by 57 % in the next Year competition, of course we always who... Always hit your targets service called Sybil because I see us making progress on all three in...

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