Senior Associate, Consumer Experience, Advanced Escalations
About the Team As one of DoorDash's core operations teams, Customer Experience ensures that whenever issues occur in the last mile, someone is always available to provide support. Our team designs, manages, and operates DoorDash’s extensive global network of support centers, with the primary goal of consistently delivering outstanding customer experiences. We specifically focus on improving interactions for customers who have faced the most challenging issues, turning their negative experiences into opportunities for process, policy, and product improvements. About the Role The Senior Associate role reports into our Consumer Experience Lead and will lead strategic planning to drive industry-leading customer experience initiatives for our DashPass subscribers and most loyal and active customers. This role offers frequent, direct exposure to the highest levels of DoorDash leadership through conducting postmortems on the company’s most challenging customer issues. The Senior Associate will regularly communicate core success metrics to senior executives, develop strategies to optimize these metrics, and coordinate cross-functional teams to execute effectively. This position is ideal for someone who wants to cultivate a strategic mindset while gaining operational rigor and visibility at the top tiers of company leadership. 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 customers • Generate and analyze data and insights to identify opportunities for improving 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 We’re excited about you because… • You have 3+ years of experience. You’ve succeeded in a competitive, or challenging environment. • You’re analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel. • 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 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. We expect this position to be filled by 9/26/2025. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey Apply tot his job