Former DoorDash COO Christopher Payne describes how DoorDash evolved its go-to-market strategy from in-person student teams to remote expansion.
Insight
Payne: Leaders who cannot improve their own tools lack customer empathy
“And my theory there is if you can't be empathetic about yourself and knowing you and how you use that thing, you say this is your most frequently used AI product and you can't make a feature for that. Like, you know, come on. Right? You're, there's no chance y…”
Assertion Not checkable as stated
Payne: DoorDash never subsidized expansion by selling dollars for 90 cents
“For a while, there was a narrative like, oh, we're giving away dollars for 90 cents. Absolutely not. You couldn't do that because you would lose money very, very rapidly. Too fast for a company that didn't have a lot of money.”
Insight
Payne: Leaders must ring-fence 10% of resources to protect new initiatives
“As an executive that starts these new S curves, one of the things I've learned is that it's my job to protect those S curves, because what's gonna happen is even in a small organization like DoorDash and really in a large organization, Everybody tries to kill …”
Assertion Not publicly verifiable
Payne: DoorDash grocery, retail, alcohol, and Drive are each multi-billion dollar businesses
“So if you look at DoorDash, you'll say, okay, it's restaurants, it's grocery, it's alcohol, it's retail, right? It's DoorDash Drive, our platform business. All of these now are multi-billion dollar businesses that are, and so you have to have that.”
Insight
Payne: Hiring is noisy and organizations fail by not moving on quickly
“It's very noisy. It's a batting average thing. I think people spend too much time thinking that they can engineer that process to be perfect. I much rather, yes, we're gonna interview, yes, we're gonna look for skills, but then we're gonna bring them in and we…”
Opinion
Payne: Undergrads show far more innovation than MBA students
“The innovation level for the undergrads was like off the hook. Like it was like, they were so cool. The ideas were so cool. And, but the business school students had the polished, like, yeah, here's the plan. Here's the, But the ideas had been like somehow wat…”