Associate Manager, Customer Experience

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, 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.

About the Role

This associate manager will report into our DashPass and VIP 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... • Strategize. This role will be instrumental in setting the direction of our DashPass and VIP businesses - understanding what moves the business forward most effectively. • Forecast. Through partnering with product and analytics, this role will be responsible for setting and tracking all key metrics. • Collaborate. While setting the right goals for the cross-functional team, this role will lean in on strategic, cross-cutting projects to ensure success during each quarter. • Build. You'll have your fingerprints all over creating the strategy for growth of DoorDash's top customer segments. This means everything from high-level strategy to nitty-gritty operational details. We're excited about you because... • 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. • Bachelor's Degree • You have 4+ years of experience. You've succeeded in a competitive, or challenging environment. We expect this position to be filled by 4/23/25 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 Job!