About the Team

As one of DoorDash's core operations teams, Dasher 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

We’re hiring a Senior Associate, Dasher Experience, who will lead one of our most promising new initiatives to help retain and empower Dashers through proactive support interventions. You will dig into data, operate at the lowest level of detail, and collaborate with cross-functional teams to iterate and execute on our proactive support strategy via pod management and experimentation. You will also have a high degree of visibility across the org by leading initiatives to improve our north star metric, First Contact Resolution, through automation and teammate tooling. 

This role will report into an Associate Manager on our Dasher Experience team in our Customer Experience & Integrity organization.

You’re excited about this opportunity because you will…

• Own the success of proactive support by identifying opportunities for proactive intervention, running experiments to understand dasher behavior and ROI, and managing our fast growing pod.
• Contribute to our org’s north star, First Contact Resolution, by identifying opportunities for automation and improving the Dasher deactivation experience. 
• Work closely with Product, Analytics, Engineering, Global Support Ops, and Bizapps to create new tooling and workflows;
• Gain a high level of visibility from org leadership by leading our “big bet” initiatives .

We’re excited about you because…

• 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 know how to optimize and improve processes while designing for scale (i.e. automation)
• You’re equally comfortable operating at 10,000 feet and 1 foot. You don’t hesitate to get in the weeds and operate at the lowest level of detail, but you’re just as comfortable thinking long-term and inspiring a team. No job is beneath you.
• You’re analytical. You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel.
• You have 2+ years of experience. You’ve succeeded in high-performance cultures (whether in tech, operations, strategy, consulting, banking, or a related experience).
• You have led projects across teams and demonstrated success in fast-paced, ambiguous environments.
• You have strong written and verbal communication and presentation skills.

Bonus Points

• You have experience in customer experience and strategy. 
• You feel comfortable in conducting retention or growth analyses for user populations.

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