Associate Manager, Customer Experience Tool GTM

<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34e=22630t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181utm_ptz=ESTutm_rqt=track" alt="" width="1"></p></div><h2 data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true" data-pm-slice="0 0 []"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">About the Team</strong></h2> <p data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">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.</p> <h2 data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">About the Role</strong></h2> <p data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">This Associate Manager is the dedicated operational owner for ensuring flawless customer support during all large-scale Promotions, Occasions (e.g., holidays, sales), and high-volume company events. You'll be the primary CX readiness lead, focused on anticipating support impacts, managing the quality of execution, and owning the operational forecasting for these critical revenue-driving initiatives. You will report into the Manager - Customer Experience Readiness on our Readiness team in our CXI organization. </p> <h2 data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">You’re excited about this opportunity because you will…</strong></h2> <ul> <li data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Be the Promotions CX Lead: </strong>Act as the central CX readiness contact for all promotional campaigns and occasions, driving coordination across Marketing, Product, and Operations teams.</li> <li data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Own Quality and Cost:</strong> Take responsibility for BAU (Business-as-Usual) Promotion Quality and provide critical input for Forecasting Promotion MTO (Manual task to order) / Cost, directly impacting business efficiency.</li> <li data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Drive End-to-End Readiness:</strong> Coordinate all aspects of support execution, from agent enablement and documentation to launch planning and post-launch feedback loops, for large-scale events.</li> <li data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Improve Scalable Processes: </strong>Proactively surface and close operational gaps, driving continuous improvement in how DoorDash plans and supports high-volume, time-sensitive rollouts.</li> </ul> <h2 data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark ... (truncated, view full listing at source)