Senior Associate, Customer Experience

Senior Associate, Customer Experience – Door Dash

As one of Door Dash's core operations teams, Customer Experience 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 Door Dash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

The Senior Associate will report to the Dash Pass Consumer Experience Lead and lead the strategic planning to drive industry‑leading customer experience initiatives for our Dash Pass subscribers and our most loyal and active customers. This person will report out on core success metrics, develop strategies to optimize those metrics, and lead cross‑functional teams to implement those strategies in a timely and impactful manner.

• Partner with customer experience, product, engineering, and tools teams to improve processes and the resulting customer experience for our Dash Pass customers.
• Produce, dig into, and use data and insights to identify opportunities to improve 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, and measuring results.
• Partner with support and company‑level leadership to guide priority projects.

• You’re organized and thrive in creating structure out of nothing.
• You solve problems from first principles and resist “this is how it’s always been done” thinking.
• You thrive with a diverse set of responsibilities and cross‑disciplinary collaboration.
• You’re analytical and comfortable pulling your own data in SQL or modeling in Excel.
• You’re persuasive—an effective communicator who meets people on their level.
• You act with urgency and prefer an accomplishment today to an accomplishment tomorrow.
• You’re relentless—doing what it takes to win, no matter what.
• You have 4+ years of experience and have succeeded in a competitive or challenging environment.

Base salary ranges from $74,800—$110,000 USD and is localized based on work location. Compensation also includes opportunities for equity grants.

• 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
• Medical, dental, and vision benefits
• 11 paid holidays
• Basic life, disability and family‑forming assistance
• Mental health program and other wellness programs

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Other

Industries: Software Development

Door Dash is an equal opportunity employer. We are committed to growing and empowering a more inclusive community. 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. We value a diverse workforce and encourage people of all backgrounds to apply.

We will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with applicable regulations. If you need accommodations, please inform your recruiting contact upon initial connection.