Senior Associate, Learning Programs

DoorDash USA • Los Angeles, NY

3d

About The Position

About the Team As DoorDash’s largest core operating team, Customer Experience, is tasked with ensuring that when there are bumps in the last-mile there’s always someone there to make things right. Our team supports consumers, dashers, and restaurants who need our help and we have a network of thousands of agents answering questions and fixing issues. We are customer obsessed and strive to give each customer who contacts us the best possible experience. About the Role In this role, you will partner closely with the Manager of Global Learning Operations and cross-functional stakeholders to translate customer experience strategy into executable learning programs. You will manage end-to-end L&D initiatives—conducting needs assessments, driving project execution, measuring impact through data, and continuously improving learning quality at scale. This role is ideally based in one of DoorDash’s office hubs. You’re excited about this opportunity because you will… Partner with core audience stakeholders, trainers, and Instructional Designers to understand core customer experience strategies, and break these down into tangible learning programs for support agents Contribute to the learning & development strategy and curriculum, leveraging ADDIE principles, for support employees and vendor partners across the globe Conduct full scale needs assessment with business stakeholders and internal customers to determine and define appropriate learning interventions and shared success metrics Target performance improvement opportunities and measure the impact of learning programs through data analysis, dashboards, and reporting Drive accountability within team, with SMEs, and stakeholders through completion of initiatives Comfortable managing projects in an agile operating cadence, including sprints Zoom into the details, and zoom out to a bird's-eye view, to understand the “why” of what led to an initiative’s success or failure, to create a culture of continuous learning Identify opportunities to improve feedback loops between the field, vendors, and audience teams to enable continuous improvement Foster an environment of collaboration, engagement, and high performance both within DoorDash and externally with our vendor partners Enhance, develop, and design training modules for new-hire and ongoing training programs that improve customer experience and support positive behavior change. Oversee and occasionally participate in training facilitation as business needs arise Apply the latest in neuroscience to guide the development of leading edge solutions as part of a broader evidence based approach to design

Requirements

• You are passionate about creating learning and development programs at scale
• You have 4+ years experience in call center and/or BPO management experience as a project leader, trainer, or in developing instructional materials
• You are collaborative and know how to develop strong productive relationships both internally and with our external partners
• You know how to present complex information in a clear and concise manner with strong written, verbal, and visual communication skills
• You are highly analytical and data-driven in your decision making process.
• You are comfortable pulling data from various sources, reading and analyzing data, doing analysis in excel or google sheets, and partnering with analytics partners for more complex analyses
• You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills
• You can think strategically and recommend solutions to complex problems while also executing many projects and priorities day-to-day
• You question the why behind your objectives, and surface areas of strategic misalignment
• You own a project / within your team; you set strategy and build an execution plan to achieve your objective with minimal oversight / guidance
• Experience working with Project Management Tools (Asana, Monday.com , Jira), Design Tools (Articulate) Data Visualization Reporting Tools (Tableau, Sigma), LMS Systems (Cornerstone, Docebo)

Responsibilities

• Partner with core audience stakeholders, trainers, and Instructional Designers to understand core customer experience strategies, and break these down into tangible learning programs for support agents
• Contribute to the learning & development strategy and curriculum, leveraging ADDIE principles, for support employees and vendor partners across the globe
• Conduct full scale needs assessment with business stakeholders and internal customers to determine and define appropriate learning interventions and shared success metrics
• Target performance improvement opportunities and measure the impact of learning programs through data analysis, dashboards, and reporting
• Drive accountability within team, with SMEs, and stakeholders through completion of initiatives
• Comfortable managing projects in an agile operating cadence, including sprints
• Zoom into the details, and zoom out to a bird's-eye view, to understand the “why” of what led to an initiative’s success or failure, to create a culture of continuous learning
• Identify opportunities to improve feedback loops between the field, vendors, and audience teams to enable continuous improvement
• Foster an environment of collaboration, engagement, and high performance both within DoorDash and externally with our vendor partners
• Enhance, develop, and design training modules for new-hire and ongoing training programs that improve customer experience and support positive behavior change.
• Oversee and occasionally participate in training facilitation as business needs arise
• Apply the latest in neuroscience to guide the development of leading edge solutions as part of a broader evidence based approach to design

Benefits

• We offer great compensation packages and comprehensive health benefits.
• 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
• Number of Employees: 5,001-10,000 employees