Senior Associate, Customer Experience - Safety
DoorDash
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Benefits offered by this job
Job summary
DoorDash is seeking a Safety Strategy & Operations role within the Safety Customer Experience team. You will partner with Product, Policy, Analytics, and Operations to design scalable, data-driven processes that prevent, identify, and respond to high-risk safety incidents on the platform.
You will own end-to-end incident handling, translate ambiguity into structured actions, and lead cross-functional initiatives with rigorous execution in a fast-paced environment.
Qualifications
- 3–5 years of experience in strategy & operations, business operations, consulting, or related field.
- Strong strategic thinker who can break down complex problems and prioritise.
- Highly analytical with ability to translate data into insights and actions.
- Strong operator with attention to detail in high-pressure, ambiguous environments.
- Experience owning ambiguous initiatives from problem definition through execution.
- Experience leading cross-functional initiatives across Product, Engineering, and Operations.
Responsibilities
- Drive Safety Strategy – Partner with cross-functional teams to improve prevention, identification, and response to safety incidents.
- Own End-to-End Experience – Design and optimize the full lifecycle of safety incident handling, workflows, and tooling.
- Drive Data-Driven Decisions – Use case-level insights to identify root causes and measure performance.
- Influence Cross-Functionally – Ensure safety CX needs are reflected in product and operations decisions.
- Solve Complex Operational Problems – Build scalable processes and execute with rigor in high-stakes situations.
Skills
Education
Job description
As one of DoorDash's core operations teams, Customer Experience ensures that when issues arise across the platform, there is a reliable and effective support system in place. Our team designs, managers, and continuously improves DoorDash's global support network, with the goal of delivering a high-quality and consistent customer experience.
This role sits within the Safety Customer Experience team, focused on the most critical and high-risk incidents on the platform. The team owns some of the most sensitive customer interactions at DoorDash, where thoughtful operational and product decisions directly improve customer trust and platform safety.
You'll operate at the intersection of Product, Operations, and Customer Experience to improve how DoorDash prevents, identifies, and responds to the most critical safety incidents on the platform. You'll partner closely with Product, Policy, Analytics, and Operations to design scalable solutions that deliver accurate, timely support during customers' highest-stakes moments.
This role requires a detail-oriented operator who can navigate complex problem spaces, design scalable processes, and execute with precision in a fast-paced environment. You’ll be expected to take ownership of ambiguous, high-stakes problems and translate them into structured, actionable solutions.
- Drive Safety Strategy – Partner with cross-functional teams to identify and execute initiatives that improve how DoorDash prevents, identifies, and responds to safety incidents.
- Own End-to-End Experience – Design and optimize the full lifecycle of safety incident handling, including reporting, workflows, support execution, and tooling.
- Drive Data-Driven Decisions – Leverage data and case-level insights to identify root causes, measure performance, and prioritize opportunities to improve the safety customer experience.
- Influence Cross-Functionally – Collaborate with Product, Engineering, and Operations to ensure safety CX needs are reflected in product and operational decisions.
- Solve Complex Operational Problems – Tackle ambiguous, high-stakes challenges by building scalable processes, driving rigorous execution, and ensuring high-quality outcomes in sensitive situations.
- You have 3–5 years of experience in strategy & operations, business operations, consulting, or a related field in a fast-paced environment.
- You are a strong strategic thinker who can break down complex problems, prioritize effectively, and develop clear, structured approaches to drive impact.
- You are highly analytical and can translate complex data into clear insights and actions.
- You are a strong operator with exceptional attention to detail and a track record of executing effectively in high-pressure, ambiguous environments.
- You have a track record of independently owning ambiguous initiatives from problem definition through execution.
- You have experience leading cross-functional initiatives and influencing stakeholders across Product, Engineering, and Operations.
- Bachelor’s Degree
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.
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 here.
- For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
- For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).
The national base pay range for this position within the United States, including Illinois and Colorado.
$74,800—$110,000 USD
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.
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.
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.
We used 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 provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144.
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