Senior Associate, Support Automation

DoorDash USA • San Francisco, NY

5d

About The Position

Our team is looking for a Senior Associate to help our Support Automation team scale to meet the rapid growth of our last-mile logistics platform. You will be analytical, have a demonstrated track record of relentless, effective execution, and be excited to tackle one of our company’s most challenging business problems. The mission of the Support Automation team, and the objective of your role, is to make DoorDash the platform of choice for all users by delivering seamless, intuitive, and efficient support experiences. This means ensuring users can resolve issues quickly and confidently, while also proactively identifying opportunities to improve end-to-end experiences through automation, insights, and experimentation. In this role, you will collaborate closely with cross-functional partners across product, engineering, operations, and analytics to enhance support journeys, optimize automation systems, and reduce friction across the platform. You will report to a Manager on the Support Automation team within the broader Customer Experience organization.

Requirements

• You have worked on projects across teams and demonstrated success in fast-paced, ambiguous environments.
• You’re analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel.
• 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 have experience designing, running, and analyzing experiments to drive decision-making and validate impact.
• You thrive with a diverse set of responsibilities. You love working across a breadth of disciplines and teams.
• 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 have strong written and verbal communication and presentation skills.
• You have experience in customer experience and strategy.
• You have 2+ 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

• Generate, analyze and leverage data to identify opportunities to improve the Dasher experience
• Partner with teams within and outside of support operations to improve processes and the resulting experience for all our customers
• Execute your recommendations from start to finish, from analyzing data to building a business case, aligning stakeholders, testing ideas, executing and measuring results

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