Senior Associate, Customer Experience New Launches

DoorDash USA•Los Angeles, NY

31d

About The Position

This Senior Associate will act as a pivotal operational bridge, ensuring our 15,000 frontline support workforce is prepared for every major company initiative. You'll drive the readiness lifecycle, translating complex product launches, policy shifts, and tooling updates into actionable plans for our agents. Success is measured by your ability to execute autonomously, influence cross-functional partners, and deliver scalable change for our support network. You will report to the Manager, Customer Experience - Readiness, on our Readiness team within the CXI organization.

Requirements

You have a proven track record of autonomous project execution and the organizational rigor to manage multiple complex initiatives simultaneously.
You are an exceptional communicator and influencer who can confidently engage and align stakeholders at various levels.
You possess a strong operational mindset with high attention to detail and a passion for designing scalable processes and reducing friction.
You are an analytical thinker with comfort in using data and dashboards to inform readiness planning and validate outcomes (SQL experience is a plus).
You thrive in fast-paced, ambiguous environments and see complexity as an opportunity to simplify and build.
Must be comfortable regularly exercising discretion and independent judgment in performing job duties, including evaluating options, making informed decisions, and determining appropriate courses of action within the scope of assigned responsibilities.

Nice To Haves

SQL experience is a plus

Responsibilities

Lead Launch Readiness: Independently own and drive the operational preparedness for key company changes, including new tools, policy rollouts, and future-state support capabilities (e.g., robot delivery).
Bridge the Gap: Represent the voice of the frontline, proactively collecting feedback and ensuring strategic plans are translated into clear, documented, and scalable processes for our global network.
Be a Key Connector: Build strong, trust-based partnerships across diverse teams (Product, Engineering, Policy, etc.) to drive alignment and anticipate operational impacts before they occur.
Make an Impact at Scale: Directly enable thousands of support agents to confidently deliver exceptional service, making your work central to maintaining DoorDash’s customer experience quality during periods of rapid growth and change.

Benefits

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)
medical, dental, and vision benefits
11 paid holidays
disability and basic life insurance
family-forming assistance
a mental health program
flexible paid time off/vacation, plus 80 hours of paid sick time per year