Associate Manager, Customer Experience Tool GTM

Associate Manager, Customer Experience Tool GTM (Canada) About the Team

As one of Door Dash'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 Door Dash's large and growing global network of contact centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

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.

• Be the Promotions CX Lead: Act as the central CX readiness contact for all promotional campaigns and occasions, driving coordination across Marketing, Product, and Operations teams.
• Own Quality and Cost: 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.
• Drive End‑to‑End Readiness: Coordinate all aspects of support execution, from agent enablement and documentation to launch planning and post‑launch feedback loops, for large‑scale events.
• Improve Scalable Processes: Proactively surface and close operational gaps, driving continuous improvement in how Door Dash plans and supports high‑volume, time‑sensitive rollouts.

• You possess an exceptional operational mindset with proven success in managing time‑sensitive projects, launches, or campaigns, preferably within a high‑volume support environment.
• You are a highly detail‑oriented executor with experience in or a strong aptitude for business analysis, including forecasting operational metrics and managing support quality.
• You have a history of driving alignment and effective communication with diverse cross‑functional partners, translating complex business goals into simple, actionable plans.
• You thrive on the pressure of high‑stakes deadlines and are passionate about ensuring that the customer experience remains world‑class even when demand spikes.
• You are a collaborative problem‑solver who takes initiative and drives results with energy and rigor.

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

Door Dash cares about you and your overall well‑being. That’s why we offer a comprehensive benefits package for all regular employees, that includes paid time off, paid parental leave, wellness benefit and several paid holidays.

Additionally, for full‑time employees, Door Dash offers medical, dental, and vision benefits, disability and basic life insurance, an RRSP including an employer match, and a mental health program, among others.

To learn more about our benefits, visit our careers page here .

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within British Columbia.

$80,500 - $115,000 CAD

At Door Dash, 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…