Job Description
Senior Associate, Customer Experience
at DoorDash
UNITED STATES – REMOTE
About the Team
Voice Ordering is an exciting new line of business for DoorDash that drives significant growth for the company. The Voice Experience team is responsible for the overall quality of the program, ensuring that we are able to deliver a best-in-class experience for our Merchant partners. 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, Voice Experience, who will work closely with other Voice Experience team members as well as cross-functional partners to deliver quality for Merchant pilot launches as well as maintaining quality for the existing book of business. The Senior Associate will be responsible for a book of business of Merchant partners, define what a quality experience is for those Merchants including setting and monitoring metrics, work with cross-functional teams to improve training and quality assurance, and build out Tx tools and product features to streamline Tx processes. The Senior Associate will have a high degree of visibility across the org by owning quality for the program which will drive volume growth and retain existing volume.
This role will report into a Manager on our Voice Experience team in our Customer Experience & Integrity organization.
You’re excited about this opportunity because you will…
- Own the success of launches and quality for existing Merchant partners
- Contribute to the constant improvement of our processes including streamlining workflows through product and feature development
- Work closely with a large array of cross-functional partners including Product, Analytics, Engineering, Global Support Ops, to create new
- Gain a high level of visibility from org leadership by leading a “big bet” for DoorDash
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.