Associate Manager, Strategy & Operations - Customer Experience

About the Role

The role requires a highly analytical and detail-oriented individual who can navigate complex problem spaces, design scalable processes, and execute with precision in a fast-paced environment. You will be expected to take ownership of ambiguous, high-stakes problems and translate them into structured, actionable solutions.

DoorDash's customer experience team is dedicated to providing a reliable and effective support system for customers when issues arise across the platform. As a key member of this team, you will partner cross-functionally with Product, Engineering, Analytics, and Operations to drive impact across prevention, reporting, and support execution.

What You Will Do

• Drive safety strategy by partnering with cross-functional teams to identify and execute initiatives that reduce safety incidents on the platform
• Own the end-to-end experience of safety incident handling, including reporting, workflows, support execution, and tooling
• Analyze data and case-level insights to identify root causes, monitor performance, and inform decision-making
• Influence cross-functional teams to ensure safety CX needs are reflected in product and operational decisions
• Solve complex operational problems by building scalable processes, driving rigorous execution, and ensuring high-quality outcomes in sensitive situations
• Collaborate with Product, Engineering, and Operations to design and optimize the full lifecycle of safety incident handling
• Use Excel to analyze data, identify trends, and inform business decisions
• Develop and maintain metrics and reports to measure the effectiveness of safety initiatives
• Stay up-to-date with industry trends and best practices in customer experience and safety

What We Are Looking For

• 4-6 years of experience in strategy & operations, business operations, consulting, or a related field in a fast-paced environment
• Strong strategic thinking and problem-solving skills, with the ability to break down complex problems and develop clear, structured approaches
• Highly analytical, with the ability to translate complex data into clear insights and actions
• Strong operational skills, with exceptional attention to detail and a track record of executing effectively in high-pressure, ambiguous environments
• Experience leading cross-functional initiatives and influencing stakeholders across Product, Engineering, and Operations
• Excellent communication and collaboration skills, with the ability to work effectively with multiple teams
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Experience with data analysis and reporting, with the ability to use tools like Excel to inform business decisions

Nice to Have

• Experience in the food delivery or logistics industry
• Knowledge of customer experience best practices and trends
• Familiarity with safety protocols and regulations
• Experience with agile project management methodologies
• Certification in a related field, such as Six Sigma or Lean

Benefits and Perks

• Competitive base salary, with opportunities for equity grants
• Comprehensive benefits package, including medical, dental, and vision benefits
• 401(k) plan with employer matching
• 16 weeks of paid parental leave
• Wellness benefits and commuter benefits match
• Paid time off and paid sick leave in compliance with applicable laws
• Opportunities for professional development and growth
• Flexible and remote work arrangements
• Access to the latest technology and tools
• Collaborative and dynamic work environment

• Tip: Make sure to highlight your analytical and problem-solving skills in your application, as these are key requirements for the role.
• To stand out, be prepared to provide specific examples of times when you've driven impact across multiple teams and improved customer experience through data-driven decision-making.
• When preparing for interviews, practice answering behavioral questions that demonstrate your ability to navigate complex problem spaces and execute with precision.
• Be sure to review DoorDash's company values and mission, and be prepared to discuss how your skills and experience align with these.
• Don't be afraid to ask questions during the interview process, such as what a typical day in the role looks like or how the team measures success.
• When negotiating salary, be sure to research the market rate for the role and be prepared to discuss your expectations.
• Red flag: If the company seems unclear about the role's responsibilities or expectations, it may be a sign of a larger issue.