Senior Associate, Customer Experience Strategy & Operations

Seattle, WA, United States

About the Team

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 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.

About the Role

We are looking for a Sr. Associate to help us identify, prioritize and execute initiatives that improve our customer's experience when they engage and interact with our customer support organization. This Sr. Associate will own the reporting, strategic planning, and execution of initiatives to drive the improvement of key measures of consumer satisfaction and retention.

You will report into the Sr Manager of our Customer Experience team, within our Support Strategy & Operations organization, while working closely with cross-functional teams. This role is perfect for someone who wants to develop a strategic mindset as well as the operational rigor to bring that strategy to life within a fast-paced culture.

You're excited about this opportunity because you will…

Strategize. You will be instrumental in setting the direction of DoorDash's Consumer Experience, moving swiftly to understand and eliminate the drivers of delivery defects.

Analyze. You will dig into and use data (SQL/Mode) to produce insights to identify opportunities to improve speed, quality, effectiveness, and customer experience; you will be responsible for forecasting and tracking key metrics.

Collaborate. You will partner with product, engineering, analytics, support teams, and teams within customer experience, to guide priority projects that improve the customer experience

Build. You'll have your fingerprints all over company-level priority projects to improve DoorDash's Consumer experience. This means everything from high-level strategy to the lowest level of detail.

We're excited about you because…

You have 3+ years of experience. You've succeeded in a competitive, fast paced environment.

You have experience handling requests from a variety of different channels efficiently and effectively.You excel in creating structure out of nothing.

You solve problems from first principles. You're excited to solve problems and think outside the room.

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 (can perform complex functions and modeling).

You act with urgency. Speed excites you. You prefer an accomplishment today to an accomplishment tomorrow.

Compensation

The location-specific base salary range for this position is listed below. Compensation in other geographies may vary.

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. For roles that are available to be filled remotely, base salary is localized according to employee work location. Please discuss your intended work location with your recruiter for more information.

DoorDash cares about you and your overall well-being, and that's why we offer a comprehensive benefits package, for full-time employees, that includes healthcare benefits, a 401(k) plan including an employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays, among others.

In addition to base salary, the compensation package for this role also includes opportunities for equity grants.

We expect this position to be filled by 8/6/2024.

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. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on June 20, 2024.

Please see the independent bias audit report covering our use of Covey here.

Colorado Pay Range:

$76,000—$114,000 USD

California Pay Range:

$80,200—$126,600 USD

Washington Pay Range:

$80,200—$120,200 USD

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

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