Associate Manager, Customer Experience Tool GTM

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 Associate Manager is the dedicated operational owner for ensuring flawless customer support during all large-scale Promotions, Occasions (e.g., holidays, sales), and high-volume company events. You'll be the primary CX readiness lead, focused on anticipating support impacts, managing the quality of execution, and owning the operational forecasting for these critical revenue-driving initiatives. You will report into the Manager - Customer Experience Readiness on our Readiness team in our CXI organization. 

You’re excited about this opportunity because you will…

• Be the Promotions CX Lead: Act as the central CX readiness contact for all promotional campaigns and occasions, driving coordination across Marketing, Product, and Operations teams.
• Own Quality and Cost: Take responsibility for BAU (Business-as-Usual) Promotion Quality and provide critical input for Forecasting Promotion MTO (Manual task to order) / Cost, directly impacting business efficiency.
• Drive End-to-End Readiness: Coordinate all aspects of support execution, from agent enablement and documentation to launch planning and post-launch feedback loops, for large-scale events.
• Improve Scalable Processes: Proactively surface and close operational gaps, driving continuous improvement in how DoorDash plans and supports high-volume, time-sensitive rollouts.

We’re excited about you because…

• You possess an exceptional operational mindset with proven success in managing time-sensitive projects, launches, or campaigns, preferably within a high-volume support environment.
• You are a highly detail-oriented executor with experience in or a strong aptitude for business analysis, including forecasting operational metrics and managing support quality.
• You have a history of driving alignment and effective communication with diverse cross-functional partners, translating complex business goals into simple, actionable plans.
• You thrive on the pressure of high-stakes deadlines and are passionate about ensuring that the customer experience remains world-class even when demand spikes.
• You are a collaborative problem-solver who takes initiative and drives results with energy and rigor.

We expect to fill this position by 03/10/26

 

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

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page