Senior Associate, Customer Experience New Launches

About the Team As one of DoorDash's core operations teams, Customer Experience and Integrity, 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 contact centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible. About the Role This Senior Associate will act as a pivotal operational bridge, ensuring our 15,000 frontline support workforce is prepared for every major company initiative. You'll drive the readiness lifecycle, translating complex product launches, policy shifts, and tooling updates into actionable plans for our agents. Success is measured by your ability to execute autonomously, influence cross-functional partners, and deliver scalable change for our support network. You will report to the Manager, Customer Experience - Readiness, on our Readiness team within the CXI organization. You're excited about this opportunity because you will… • Lead Launch Readiness: Independently own and drive the operational preparedness for key company changes, including new tools, policy rollouts, and future-state support capabilities (e.g., robot delivery). • Bridge the Gap: Represent the voice of the frontline, proactively collecting feedback and ensuring strategic plans are translated into clear, documented, and scalable processes for our global network. • Be a Key Connector: Build strong, trust-based partnerships across diverse teams (Product, Engineering, Policy, etc.) to drive alignment and anticipate operational impacts before they occur. • Make an Impact at Scale: Directly enable thousands of support agents to confidently deliver exceptional service, making your work central to maintaining DoorDash's customer experience quality during periods of rapid growth and change. We're excited about you because… • You have a proven track record of autonomous project execution and the organizational rigor to manage multiple complex initiatives simultaneously. • You are an exceptional communicator and influencer who can confidently engage and align stakeholders at various levels. • You possess a strong operational mindset with high attention to detail and a passion for designing scalable processes and reducing friction. • You are an analytical thinker with comfort in using data and dashboards to inform readiness planning and validate outcomes (SQL experience is a plus). • You thrive in fast-paced, ambiguous environments and see complexity as an opportunity to simplify and build. • 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. We expect this position to be filled by 1/2/2026. 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 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. Apply tot his job