Senior Associate, Customer Experience

DoorDash; New York (NY); Remote; USD 74,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior Associate to enhance customer experience for its loyal subscribers. This role involves strategic planning, data analysis, and cross-functional collaboration to drive impactful customer experience initiatives. The ideal candidate thrives in a dynamic environment, possesses strong analytical skills, and is passionate about solving problems innovatively. Join a forward-thinking team that values diversity and inclusion, and contribute to a mission that empowers local economies while delivering exceptional service. If you're eager to make a difference and lead transformative projects, this opportunity is perfect for you.

Benefits

401(k) plan with employer matching

Paid time off

Flexible vacation

Paid parental leave

Wellness benefit

Commuter benefit match

Medical benefits

Dental benefits

Vision benefits

Mental health program

Qualifications

• 4+ years of experience in a competitive environment.
• Strong analytical skills with proficiency in SQL and Excel.

Responsibilities

• Lead strategic planning for customer experience initiatives.
• Analyze data to identify opportunities for improvement.
• Collaborate with cross-functional teams to implement strategies.

Skills

Analytical Skills

Problem Solving

Communication Skills

Project Management

SQL

Excel

Organizational Skills

Job description

San Francisco, CA; New York, NY; Seattle, WA; Chicago, IL; Los Angeles, CA; Austin, TX; Atlanta, GA; Denver, CO; Washington D.C.; United States - Remote

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

The Senior Associate role will report into our Consumer 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…

• Partner with teams within customer experience, and our product, engineering, and tools teams to improve processes and the resulting customer experience for our customers.
• Produce, dig into and use data and insights to identify opportunities to improve speed, quality, effectiveness, and customer experience.
• Accomplish your recommendations from start to finish, from digging into Excel/SQL to creating a budget to implementing timelines, aligning partners, testing ideas, achieving and measuring results.
• Partner with support and company-level leadership to guide priority projects.

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.
• You have 4+ years of experience. You’ve succeeded in a competitive, or challenging environment.

Compensation

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

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, paid time off and paid sick leave in compliance with applicable laws, flexible vacation, 16 weeks of paid parental leave, a wellness benefit, and a commuter benefit match.

Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within the United States.

$74,800 — $110,000 USD

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.

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.