Senior Associate, Customer Experience New Launches

About the Team As one of DoorDash's core operations teams, Customer Experience and Integrity, 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 contact centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible. About the Role This Senior Associate will act as a pivotal operational bridge, ensuring our 15,000 frontline support workforce is prepared for every major company initiative. You'll drive the readiness lifecycle, translating complex product launches, policy shifts, and tooling updates into actionable plans for our agents. Success is measured by your ability to execute autonomously, influence cross-functional partners, and deliver scalable change for our support network. You will report to the Manager, Customer Experience - Readiness, on our Readiness team within the CXI organization. You’re excited about this opportunity because you will… Lead Launch Readiness: Independently own and drive the operational preparedness for key company changes, including new tools, policy rollouts, and future-state support capabilities (e.g., robot delivery). Bridge the Gap: Represent the voice of the frontline, proactively collecting feedback and ensuring strategic plans are translated into clear, documented, and scalable processes for our global network. Be a Key Connector: Build strong, trust-based partnerships across diverse teams (Product, Engineering, Policy, etc.) to drive alignment and anticipate operational impacts before they occur. Make an Impact at Scale: Directly enable thousands of support agents to confidently deliver exceptional service, making your work central to maintaining DoorDash’s customer experience quality during periods of rapid growth and change. We’re excited about you because… You have a proven track record of autonomous project execution and the organizational rigor to manage multiple complex initiatives simultaneously. You are an exceptional communicator and influencer who can confidently engage and align stakeholders at various levels. You possess a strong operational mindset with high attention to detail and a passion for designing scalable processes and reducing friction. You are an analytical thinker with comfort in using data and dashboards to inform readiness planning and validate outcomes (SQL experience is a plus). You thrive in fast-paced, ambiguous environments and see complexity as an opportunity to simplify and build. Must be comfortable regularly exercising discretion and independent judgment in performing job duties, including evaluating options, making informed decisions, and determining appropriate courses of action within the scope of assigned responsibilities. We expect this position to be filled by 1/2/2026. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use 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 provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey Compensation 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 f ... (truncated, view full listing at source)