Crucible Moments LIVE: DoorDash’s Tony Xu and Miki Kuusi Talk Scaling Operational Excellence
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Nov 14, 2024 Tony Xu, CEO of DoorDash, and Miki Kuusi, Head of International at Wolt, share their journeys of building successful delivery platforms. They delve into the challenges of scaling operational excellence and maintaining company culture during rapid growth. Insights on navigating labor law reforms in the gig economy highlight the need for modernization. The conversation also touches on urban reorganization and the balance of physical and digital ambitions, offering a forward-looking perspective on the future of commerce in cities.
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Early Scaling Challenges at Wolt
- Miki Kuusi recalls a challenging evening in 2015 when Wolt's early operations were overwhelmed by orders.
- This anecdote highlights the difficulties of scaling operational excellence in a rapidly growing delivery business.
Customer Service at Scale
- Tony Xu emphasizes that achieving excellent customer service in a massive-scale operation like DoorDash is a statistical game.
- It's about managing a portfolio of outcomes and constantly raising the bar for excellence.
Stay Grounded
- Stay connected to the ground-level realities of your business.
- Both Tony Xu and Miki Kuusi still handle customer support and participate in deliveries.