Customer satisfaction is the foundation of a successful business and the key to building positive customer relationships. Im Joy Huang, an MBA student of the class of 2021. My aim would be to make the customer feel heard and valued, which can help to maintain a positive relationship. I had not really done my homework prior when I was growing up, so I probably didnt have the model preparation for coming into school. Like Reply Share 4 I believe such a company will provide me with many opportunities to advance my career and develop my skills. Other key qualities I'm looking for specific to my team are system thinking, information architecture, and interaction design to turn broad, deep, and complex problems into simple and intuitive . And so at DoorDash for us, its always been about improving the selection that we offer customers. Well, again, crawl, walk, run, as I like to say. And, Tony, I know you say a lot that you really started DoorDash out of a passion to help small business owners like your mom. I also look for common ground and focus on finding a win-win solution that addresses everyones concerns. You have now synthesized this into a core principle for DoorDash that you call getting to the lowest level of detail. Tony Xu: I dont know if its taught anymore. I would also plan the delivery route in advance to avoid any delays. I believe in open communication and finding a solution that works for all parties involved. How would you ensure that all dashers wear their shirts, even tho they are independent contractors and we can't force them to wear the shirts (1099 vs W2?" Answer: Think they're looking for managerial experience, how you would manage people, and shows . And when problems arose it classic asking five whys, analysis to get to the lowest branch of what the actual problem is because most of the time what we realized was in something that seems as quote on quote easy or mundane as delivery. I implemented a new system by hiring a communicator that exchanged important information with both departments, thereby improving communication. Doordash is notorious for making candidates do free labor via case studies (look it up on this app) and then ghosting candidates after. I think people in the company knew that there was a disconnect between what was actually happening with our customers and the growth of the business. Mr. Xu said the challenges were par for the course. And I think your ability to articulate that to those around you is really important. justafluke__ 2 mo. It launched in 1978 and is supported in part by the F. Kirk Brennan Speaker Series Fund. But well, one of the reasons why we started with, theres a few reasons why we started with restaurants. They want to see influential behaviors, such as using data to establish trust in your decision rather than supporting an idea based on opinions or feelings. This resulted in a satisfied customer who praised our company for excellent customer service. For now, DoorDash is focused on making the food part work. Tony Xu: Oh actually I dont have one. Tony Xu: Of course. And it is in talks to raise debt that would convert to equity when it goes public, said two people with knowledge of the discussions. The pressure is high for DoorDash and its chief executive, Tony Xu, as the company moves forward with an initial public offering. DoorDash 1 year 10 months Legal Process Coordinator . Its always really exciting to have an alum join us, especially for a product that all of us are so familiar with. And theyve in effect are choosing, some of these part-time gig opportunities so that they can save for a project, whatever that may be. I would say other mechanisms that DoorDash have found to be maybe helpful in this endeavor is to actually do the work. And most of the time that that bias for action means its just focusing on what you can control. What could go wrong? I know people are probably really eager to hear about all the lessons you learn from the GSB so this might come as a bit of a surprise for some of the MBA students, but you once said that more things growing up as a kid prepared you to start a business than anything else, could you tell us more about that? So thats the first thing. And I think again I mentioned earlier that most of GDP still happens inside local communities. Product managers can expect to work . The food delivery company DoorDash on Friday offered the public its first full look at the company's business and finances. SoftBank has repeatedly pushed DoorDash to merge with Uber Eats, a subsidiary of Uber, in which SoftBank has also invested, said a person with knowledge of the conversations, but no deal happened. Tony Xu: Well, if youre an aspiring entrepreneur, I would say, find something youre obsessive about. I think none of us really had a background in logistics or delivery. After that, Im done with all of that, he said. While keeping in mind that customer satisfaction is imperative to our company, I would listen to their issue, apologize and assure them of my commitment to resolving the situation. Moreover, its advanced technology makes it easy for customers to place their orders and track their deliveries in real time. And I think the best way to make sure that youre, I guess on the right path is to look at the inputs. As a professional, I believe in continuous self-improvement and actively seeking opportunities to develop my skills. That changed in the past two years, when DoorDash raised $1.9 billion from investors including SoftBank and DST Global. Today with more than 300,000 restaurants and 200,000 dashers on the platform this passion has also really evolved into a responsibility. And so I think we have a long ways to go, but were excited about the journey ahead. But its something certainly over the years that I would say lots of great people at the company have developed and kind of put together different things that we do. I would incorporate more sustainable and locally sourced ingredients to appeal to health and environmentally-conscious consumers.if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'projectpractical_com-medrectangle-4','ezslot_2',150,'0','0'])};__ez_fad_position('div-gpt-ad-projectpractical_com-medrectangle-4-0');if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'projectpractical_com-medrectangle-4','ezslot_3',150,'0','1'])};__ez_fad_position('div-gpt-ad-projectpractical_com-medrectangle-4-0_1');.medrectangle-4-multi-150{border:none!important;display:block!important;float:none!important;line-height:0;margin-bottom:7px!important;margin-left:auto!important;margin-right:auto!important;margin-top:7px!important;max-width:100%!important;min-height:250px;padding:0;text-align:center!important}. Restaurateurs who complained DoorDash delivered their food without permission. As is clear from the tasks listed above, it is quite a challenging job that includes a lot of decision-making. I make sure to give credit where its due and acknowledge the contributions of my team members regardless of their magnitude. Follow us on social media at Stanford GSB. Several restaurants, including In-N-Out, sued DoorDash over the practice. I have been following the companys progress for a while now, and I am impressed by the way it is constantly looking for new ways to improve the customer experience and make it as convenient and seamless as possible. Why do you think that's important? And so thats what were trying to do, I think its not gonna happen overnight. I had some skepticism as to whether it would work, said Charlie Morrison, Wingstops chief executive. My parents came here with maybe $200 in the bank, and it was, you know, were gonna make it or not situation; there wasnt really much of an in-between road, but I think when you have nothing to lose you also have a lot of upside as a result. (S&O role) 2 Like 7 Comments Share 1 3Y a Senior Consultant 1 With or without fries? Interested to advertise with us? A Y combinator-backed company, DoorDash is . The grow part of our mission is really exemplified by the marketplace, thats our app. In this View From The Top interview conducted by Joy Huang, MBA 21, the cofounder and CEO of DoorDash explains why problem solving means focusing on the smallest details, like working out logistics issues by making deliveries yourself. It advertised heavily and gave salespeople aggressive goals to sign up more restaurants, drivers and customers. Maybe they wouldnt happen the same time period that we were working on improving the inputs. Are you looking to land a job as an electrical machine engineer? For me, its why I worked at a really young age; it was to save up enough money to buy Nintendo to buy the games that came within Nintendo. Click here. So, to ace your interview at DoorDash, we have compiled the top 25 interview questions that will help you land your dream career. But I think having that understanding and then having the patience, if you will, to keep working the inputs. I would handle such a situation by remaining calm and professional while actively listening to their concerns, empathizing with their frustration, and apologizing for the inconvenience caused. Tony Xu: Well, I think the first is to do the right thing, which often is probably the hard thing. Interview questions for critical thinking designed for both interviewers and candidates, valuable advice on how to prepare for interviews, develop effective questioning strategies, and answer tricky questions with confidence. With respect to dashers, I think dashers have taught me probably the most of any audience over the eight years that weve been working on DoorDash. We werent looking necessarily at outcome metrics per se. 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As the market matures, they start making money, he said. My experiences include working in the food and retail industries for 1+ years, which have helped me build interpersonal, communication . DoorDash also has a rewards program for its customers which allows them to earn points for every order and redeem them for discounts, free food, and other perks. What were some lessons that you learned from that class that stuck with you? They dont necessarily sell through DoorDash. Therefore, I can confidently claim that I am conversant with the best customer service practices and remain composed under trying circumstances. And so, our responsibility is very, very deep, not just to taking care of those opportunities, also making sure that we can work with everyone such as elected officials, regulators, and anyone else interested frankly in creating the future of work. Here are the most frequent job interview questions asked by HR managers during initial phone or onsite interviews. To give you a sense of what it felt like DoorDash, I mean it pretty much was 24/7 from March through June, where we had twice a day meetings across probably 20 or so workstreams. So we had to be students of it and the only way we thought we could be students was by actually doing the work. And youre almost making tweaks along the way. And I think that its that time that really taught me a lot of lessons about how do you learn things for the first time? I believe Design's role is to keep the rest of the org honest in building the right user experience as our product is advancing. Then, I brainstorm and propose different options to resolve the issue. I would use customer feedback to improve the platform, offer promotions and discounts to new and existing customers, expand our reach through partnerships and collaborations, and use targeted digital marketing campaigns to attract new customers in the desired demographic. The . Senior Manager Interview.css-1ew1tvq{font-size:12px;line-height:20px;color:#858c94;}, When you join our team, you join our dream: to grow and empower local economies. Obviously, if you have more time to deliver something less perishable. Offering more payment options and discounts for customers. I would make sure to comply with the food safety guidelines set by DoorDash and the local health department and would take the necessary precautions to avoid cross-contamination, such as using separate containers for raw and cooked foods and washing my hands regularly. We consider research to be the backbone of what we do at DD. The company is experimenting with autonomous vehicle deliveries, a partnership with Chase to offer free deliveries to credit card customers and a red-brick commissary in Redwood City, Calif., that houses kitchens for multiple restaurants, including Chick-fil-A. So weve ordered from from about 1,100 places so far in the Bay Area. So, how did you consciously think about adapting your leadership style and making sure that you are still the best person for this company for this specific stage? But they use the dashers on our network and the software that weve created to facilitate their own on-demand or same-day deliveries. Are you improving on the skills? And, youre undoubtedly going to get your doubters along the way. What are the principles that you rely on as a leader during the toughest times? So what does it mean to be a world-class CFO? And I think because of the transparency that we had for many years, even prior to the difficult moments that DoorDash had. Joy Huang: Yeah, I think its really interesting because theyre almost a contrast where youre trying to really simplify, but also at the same time you want to embrace the complexity of all the operations that is entailed in the business. Whether you're an interviewer looking to improve your hiring process or a job seeker looking to prepare for your . In any case, ensuring the customer is satisfied, and their food is delivered in a timely and satisfactory manner is my top priority. 911 dispatchers are the first responder to the emergency. In some ways much of the performance or the performance of the company came in many years before, I think when you saw some of the results. However, you should be familiar with the syntax of your preferred language such as Java, Python, C#, C/C++. These are not necessarily skills I had. Is this a service that restaurants would actually pay for? And then how that might translate into a successful outcome in an environment like DoorDash is. Combo with drink? Competitors who cant keep up with its aggressive growth. Therefore, I would ensure that the food is packaged correctly to maintain its temperature, freshness, and quality. On this, Mr. Xu pointed to DoorDashs past. I would handle challenging customers in a professional and empathetic manner by actively listening to their concerns and complaints to fully understand their issues. One of the things that we found effective is really writing things down. I would improve the application and website of DoorDash by conducting user research and gathering feedback from customers to understand their pain points and needs. We're committed to growing and empowering a more diverse and inclusive community. And so, when I think back on some of our toughest years, I think the first is actually, it really centered around this value at the company in which we call truth seeking. It took some time to figure out how do you actually improve these inputs? Because when you have lots of activity in the same geography, you have basically the the greatest density of work, if you will, the greatest density of work is what allows you to be more efficient and also achieve a lower-cost way of bringing things to places. With that, will now turn to student Q&A, I believe that Jenna is up first. As a DoorDash product manager (PM), some of the things you'll be responsible for are: Analyzing market trends. Influenced by his entrepreneurial and hardworking parents, Xu started DoorDash in his apartment while attending Stanford Graduate School of Business. In terms of what was gonna happen externally that we would find a way out of it. If youre at the surface level, youre never going to actually realize what the problems are. I think, ultimately the way that Ive tried to measure myself is, how are we actually doing along these dimensions? Joy Huang: Thank you both for the questions. Joy Huang: Youve been listening to View From The Top the podcast, a production of Stanford Graduate School of Business. Theres probably lots of other things that were happening that maybe had not yet demonstrated the fruit yet of the progress because I think this is the hardship about starting a company really. I used to attend to customer queries and grievances through phone, email, and face-to-face interactions. Some customers really seem to care about a certain type of salad for example, versus what others may just consider to be a mundane meal. DoorDash Faces Its Latest Challenge: Wooing Wall Street, https://www.nytimes.com/2020/03/04/technology/doordash-ipo.html. I think we have maybe 30 seconds left. To be more specific, analytics case studies test your ability to. Our Update History for DoorDash Software Engineer. DoorDash also faces fierce competitors in Uber Eats, Postmates and Grubhub. And when things are going really, really well, you should also make sure youre truth seeking. 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Gardner Volunteer Leadership Award, Jack McDonald Military Service Appreciation Award, Overview of Long-Term Career & Executive Coaches, Overview of Alumni Consulting Team Volunteers, Overview of Stanford GSB Alumni Association, Overview of Companies, Organizations, & Recruiters, Overview of Recruiting Stanford GSB Talent, Overview of Leveraging Stanford GSB Talent, Overview of Internships & Experiential Programs, Overview of Alumni Consulting Team for Nonprofits, Social Innovation & Nonprofit Management Resources. Set of 4 questions : Critical Thinking - Why doordash - Why this job - If you are starting a new business in another city which one would you acquire 1st - Customer, Dashers, Restaurants 2nd - Behavioral - Why Dooordash - When have you been scrappy - Instances of working with cross teams Employees do not have experience to conduct interviews, not . Its been truly a pleasure. But cities have been one of the most enduring, I guess organizations that have ever made it through the history of time, far more enduring than businesses have. The first interview I got an LC hard, just spent the entire time staring at the screen and writing random pseudocode while the guy interviewing me was . That summer, the group changed the name of the company to DoorDash and joined the Silicon Valley start-up accelerator Y Combinator. To land an analytics data science job at DoorDash, you have to pass one to two case study interviews. Mike Isaac and Kate Conger contributed reporting from San Francisco, and David Yaffe-Bellany from New York. There does not exist, for instance, some easy structured catalog where you know how long it takes to bake a deep dish pizza versus making a salad or how many apples are left in aisle six or what are the prices for this item as they are changing maybe by the hour by certain stores because of a promotion or something like that. Joy Huang: Yeah, you mentioned the future of work, I think, in the process of transitioning to that more flexible kind of work. Therefore, I am eager to contribute my abilities to help the company continue its pathway to success.if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[320,100],'projectpractical_com-medrectangle-3','ezslot_4',149,'0','0'])};__ez_fad_position('div-gpt-ad-projectpractical_com-medrectangle-3-0'); I served as a customer service representative for three years in my previous company. And when we find that the data, I guess, conflict with what customers are saying that it just probably means were missing something. That was Tony Xu, cofounder and CEO of DoorDash. However, its vast network of restaurant partners allows the company to offer a wide variety of food options to customers in many different areas. Tony Xu: Yeah, well, I think in the beginning, its really about learning how to build a product and how to build a product that people really want. For me, my parents journey really is the classic immigrant story and you know many folks, I think, can appreciate coming into this country without much. And over time youre trying to build a repeatable system in which you can take that product to more and more segments of the population. This blog post will cover the top 25 electrical machine Top 25 911 Dispatcher Interview Questions And Answers in 2023. What does it mean to be a world-class head of engineering or head of sales? Its subscription service, DashPass, provides unlimited deliveries for $9.99 a month and has 1.5 million customers. It chose to work with DoorDash partly because the delivery companys technology integrated with its own. But when I came to San Jose in high school or to finish high school, I really was in a world of culture shock. During an interview with Doordash or any employer, you should make sure you always listen carefully to the complete question. The delivery companies are now locked in a vicious fight over who can pay its fleet of drivers the most, land exclusive deals with popular restaurant chains and offer the lowest prices. I would apologize to them for the inconvenience and provide them with an estimated time of arrival while offering them to check our application regularly for updates. Im very optimistic and I think what youre going to see is I think youre gonna see more consistency across cities. And you drove all the delivery for DoorDash in the in the first year to a year and a half. Food delivery requires timeliness, accuracy, and attention to detail. Joy Huang: I love your choice of wording, which is you can choose optimism and I think that sometimes we tend to forget that because of the outside validation that we inevitably crave that we forget that it is actually something we can consciously have and then just focus on doing what is right to move forward. Determined and self-motivated undergraduate marketing major. According to the DoorDash Impact Report, about two-thirds of restaurants stated that DoorDash was critical to their business, and nearly 80% of customers relied on DoorDash deliveries during the crisis. In the event that they dont have their own engineering teams to create their ordering systems, we have DoorDash storefront that powers them to create their own online stores that will integrate into all of their back of house systems so that they can compete in e-commerce for the first time. DoorDash does not require that you know any specific programming language before interviewing for a tech position. Improving search functionality to make it easier for customers to find the restaurants they are looking for. And, at the company, we tend to like to say, bring your data and your insights, but not necessarily your opinions. One investor, Ali Rowghani, said that the company lost money when it entered a new city, but that customers who tried the service tended to stick with it and use it more. When given the opportunity to accept an offer on the spot during their interview, job candidates are more likely to take it. The San-Francisco-based company Wednesday (March 1) launched its DoorDash Rewards Mastercard, created in partnership with Chase, offering 4% cash back on orders placed via the aggregator or its . I would then suggest potential solutions such as optimizing delivery routes, reducing waste and inefficiencies, and exploring partnerships with local businesses. Tony recounted his entrepreneurial journey from saving up for a Nintendo as a kid, to taking DoorDash public. I took ownership of the issue and worked with the kitchen staff and delivery team to identify the root cause, which was a communication breakdown between the two departments. And maybe what some outsiders have written about us or thought about us. This year I had the pleasure of interviewing Tony from his home in San Francisco. I think, I forget who studied this, maybe Im gonna blank on the author. We learned by doing customer service and when I think of thats kind of what we were doing when we were in Startup Garage. Moreover, if you are able to demonstrate your problem-solving skills and your ability to work as part of a team, you can make a strong impression on the interviewer and increase your chances of getting hired by DoorDash. One of the reasons why we started with restaurants was, if the goal ultimately is to bring you everything inside your city in minutes, not hours or days, we thought it would make sense to start with what we had guessed to be the highest frequency category first, so that we have lots of activity. All these factors together contribute to making the food delivery experience smooth and enjoyable for customers. Joy Huang: Yeah, and we were just talking about how this young enterprising side view and I thought thats a great segue into how you later then also learn about other aspects of entrepreneurship at the GSB. An offer on the right thing, which often is probably the hard thing offer customers and gave salespeople goals. Opportunities to develop my skills in open communication and finding a win-win solution that everyones! Addresses everyones concerns that might translate into a successful Business and the only way we thought we be... 1978 and is supported in part by the F. Kirk Brennan Speaker Series Fund a,... Dispatchers are the first year to a year and a half and hardworking parents, started! A responsibility it advertised heavily and gave salespeople aggressive goals to sign up more restaurants, and. Top 25 electrical machine engineer first responder to the difficult moments that DoorDash found. Effective is really exemplified by the marketplace, thats our app, crawl, walk, run as. 1 3Y a Senior Consultant 1 with or without fries with restaurants would plan..., sued DoorDash over the practice think youre gon na blank on the right path is to realize... How are we actually doing along these dimensions and finding a win-win solution that addresses concerns! It easy for customers to find the restaurants they are looking for https: //www.nytimes.com/2020/03/04/technology/doordash-ipo.html with local businesses an looking! A year and a half with, theres a few reasons why started! Best way to make it easier for customers to find the restaurants they are looking for your. The restaurants they are looking for and empowering a more diverse and inclusive community inclusive community take.. Doing the work working on improving the selection that we offer customers 2 like 7 Share! 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