Associate, Customer Experience

DoorDash USA • Chicago, IL

29d

About The Position

As an Associate, Customer Experience on the ACE team, you will apply data science and AI to uncover systemic drivers of executive escalations and support friction. You will design and deploy models that structure unstructured case data into scalable taxonomies, automate postmortem analyses, and surface clear root causes. This role goes beyond reporting, you will translate complex datasets into executive-ready insights and partner cross-functionally to drive measurable reductions in Overturned Rate and M Team Escalations. Success requires strong technical rigor, structured thinking, and the ability to convert analysis into durable operational and product improvements.

Requirements

• You bring a strong foundation in data science, statistics, or a related quantitative field, and can translate theory into practical business applications.
• You are fluent in SQL and Python, and have experience working with large, messy datasets to extract structured, decision-ready insights.
• You think in systems, not symptoms, and can deconstruct complex support issues into clear, root cause categories.
• You are comfortable building and deploying machine learning or AI-driven models that drive measurable operational impact.
• You communicate complex analyses clearly and concisely, tailoring insights for both technical and executive audiences.
• You operate with a bias for action, moving from analysis to recommendation to implementation without overengineering.
• You are detail-oriented, intellectually curious, and motivated by improving customer experience through scalable, data-driven solutions.
• You thrive in cross-functional environments and can influence stakeholders using evidence, logic, and structured thinking.

Responsibilities

• Deploy AI-driven solutions to identify systemic support gaps and convert unstructured case data into actionable taxonomies.
• Own the development of scalable case classification models that improve visibility into root causes and reduce noise in escalation channels.
• Translate complex datasets into executive-ready insights that influence product, policy, and operational decisions.
• Partner cross-functionally with Product, Engineering, and Operations to close upstream gaps and prevent repeat issues at scale.
• Operate at the intersection of data science and business strategy, using analytics to drive measurable customer and operational outcomes.

Benefits

• In addition to base salary, the compensation for this role includes opportunities for equity grants.
• DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed