Senior Associate, Customer Experience New Launches

DoorDash USA • Washington, DC

3h

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.

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

• 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: Mid Level
• Education Level: No Education Listed