Senior Associate, Customer Experience

DoorDash USA • Los Angeles, NY

2d

About The Position

As one of DoorDash's core operations teams, Customer Experience, ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible. The Senior Associate role will report into our DashPass Consumer Experience Lead and lead the strategic planning to drive industry-leading customer experience initiatives for our DashPass subscribers as well as our most loyal and active customers. This person will report out on core success metrics, develop strategies to optimize those metrics and lead cross-functional teams to implement those strategies in a timely and impactful manner. This role is perfect for someone who wants to develop a strategic mindset as well as the operational rigor to bring that strategic mindset to life. You’re excited about this opportunity because you will… Partner with teams within customer experience, and our product, engineering, and tools teams to improve processes and the resulting customer experience for our DahsPass customers Produce, dig into and use data and insights to identify opportunities to improve speed, quality, effectiveness, and customer experience Accomplish your recommendations from start to finish, from digging into Excel/SQL to creating a budget to implementing timelines, aligning partners, testing ideas, achieving and measuring results Partner with support and company-level leadership to guide priority projects

Requirements

• You’re organized. You thrive in creating structure out of nothing. You solve problems from first principles.
• You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
• You thrive with a diverse set of responsibilities. You love working across a breadth of disciplines and teams.
• You’re analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel.
• You’re persuasive. You are an effective communicator, speaking as if you’re right and listening as if you’re wrong. You meet people on their level.
• You act with urgency. Speed excites you. You prefer an accomplishment today to an accomplishment tomorrow.
• You’re relentless. You do what it takes to win, no matter what.
• You have 4+ years of experience.
• You’ve succeeded in a competitive, or challenging environment
• 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

• Partner with teams within customer experience, and our product, engineering, and tools teams to improve processes and the resulting customer experience for our DahsPass customers
• Produce, dig into and use data and insights to identify opportunities to improve speed, quality, effectiveness, and customer experience
• Accomplish your recommendations from start to finish, from digging into Excel/SQL to creating a budget to implementing timelines, aligning partners, testing ideas, achieving and measuring results
• Partner with support and company-level leadership to guide priority projects

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees