About the Team

As DoorDash’s largest core operating team, Customer Experience is a passionate team that works to provide top-notch escalated support to DoorDash Customers, Merchants, and Dashers whose deliveries have gone awry. The Learning Insight & Technology (LIT) Team builds a world-class learning experience for our support agents and stakeholders by operating a streamlined learning management system (LMS), leveraging technology, and providing insights on learning impacts. We aim to be 1% better every day!

About the Role

DoorDash is looking for a Sr. Associate, Learning Operations who will be responsible for providing strategies as well as operational support as part of the Learning Insights & Technology (LIT) team. We are focused on strategizing and managing all things related to learning management systems (LMS), learning technology, and learning data analysis. You are capable of identifying and solving problems by partnering with cross-functional team members, both within the Learning & Development (L&D) as well as operational partners. Based on the evolving needs of the organization, your wide range of skills and interests will afford you the opportunity to be constantly learning and delivering impact as you shape and drive strategic projects. 

This role reports to DoorDash’s LIT manager and is based in San Francisco, CA, Phoenix, AZ, or New York, NY. This role is remote-eligible.

You’re excited about this opportunity because you will…

• Partner closely with L&D and Training Operations teams, cross-functional partners, and external vendors to iterate on the vision, strategy, roadmap, and success metrics for our shared operations.
• Contribute and exhibit ownership and accountability for the successful execution of internal processes that support the daily operations of the Learning Technology & Insights (LIT) team. 
• Use data, analytics, and anecdotes to develop insights, evaluate success and drive strategic decisions to take your programs and projects to the next level 
• Strategize and leverage technology and tools to help provide creative and scalable learning solutions.
• Develop and execute content management operations to ensure that training materials are kept up to date, tracked accurately, and easily accessible by different audiences.
• Monitor operations performance and determine the highest priority impact updates/changes to make while deprioritizing others. 
• Respond to a high volume of inquiries to troubleshoot issues related to our learning technology systems and tools. Deliver functional and technical support for other LMS users and content creators. 
• Develop and maintain standardized documentation and SLAs on LIT operational processes and procedures to ensure a comprehensive LIT governance model.
• Communicate to stakeholders the status and project progress of all work related to learning operations.
• Perform user-acceptance testing within the LMS when new programs are developed. Create job aids and other support documents to support the launch of new programs.
• Make recommendations with a clear execution plan for future improvements to content management, workflow processes, and user experience.

We’re excited about you because…

• You are passionate about managing the ins and outs of learning operations, and have a process improvement mindset
• You have a vision for the future of L&D in a constantly evolving world
• You have 4+ years of experience in operations (training industry preferred)
• You have experience working with Salesforce, Asana, Cornerstone LMS, Tableau, Excel
• You are collaborative and know how to develop strong productive relationships both internally and with our external partners
• You know how to present complex information in a clear and concise manner with strong written, verbal, and visual communication skills
• You are highly analytical and data-driven in your decision-making process.  You are comfortable pulling data from various sources, reading and analyzing data, doing analysis in Excel or google sheets, and partnering with analytics partners for more complex analyses  
• You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills
• You have an owner mentality: you're focused on quality, output driven, proactive, and always pushing yourself to do better
• You can think strategically and recommend solutions to complex problems while also executing many projects and priorities day-to-day
• You question the why behind your objectives, and surface areas of strategic misalignment
• You own a project / withi