Senior Associate, Consumer Experience, Advanced Escalations

About the Team
As one of DoorDash's core operations teams, Customer Experience ensures that whenever issues occur in the last mile, someone is always available to provide support. Our team designs, manages, and operates DoorDash's extensive global network of support centers, with the primary goal of consistently delivering outstanding customer experiences. We specifically focus on improving interactions for customers who have faced the most challenging issues, turning their negative experiences into opportunities for process, policy, and product improvements.

About the Role
The Senior Associate role reports into our Consumer Experience Lead and will lead strategic planning to drive industry-leading customer experience initiatives for our DashPass subscribers and most loyal and active customers. This role offers frequent, direct exposure to the highest levels of DoorDash leadership through conducting postmortems on the company's most challenging customer issues. The Senior Associate will regularly communicate core success metrics to senior executives, develop strategies to optimize these metrics, and coordinate cross-functional teams to execute effectively. This position is ideal for someone who wants to cultivate a strategic mindset while gaining operational rigor and visibility at the top tiers of company leadership.

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
Generate and analyze data and insights to identify opportunities for improving 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 have 3+ years of experience. You've succeeded in a competitive, or challenging environment.
You're analytical. You let data win arguments, and you're comfortable pulling your own data in SQL or modeling in Excel.
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 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.


We expect this position to be filled by 9/26/2025.

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.

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.

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. 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.

If you need any accommodations, please inform your recruiting contact upon initial connection. Read more