Senior Associate, Customer Experience New Launches

About The Team

As one of DoorDash's core operations teams, Customer Experience and Integrity (CXI) ensures that when there are bumps in the last mile, there's always someone there to help make things right. This 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, Customer Experience New Launches will act as a pivotal operational bridge, ensuring DoorDash's 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.

What You Will Do

• 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.

What We're Looking For

• Proven track record of autonomous project execution and organizational rigor to manage multiple complex initiatives simultaneously.
• Exceptional communicator and influencer who can confidently engage and align stakeholders at various levels.
• Strong operational mindset with high attention to detail and a passion for designing scalable processes and reducing friction.
• Analytical thinker with comfort in using data and dashboards to inform readiness planning and validate outcomes (SQL experience is a plus).
• Thrives in fast-paced, ambiguous environments and sees 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.

Key skills/competency

• Launch Readiness
• Customer Experience
• Operational Preparedness
• Cross-functional Collaboration
• Project Management
• Process Design
• Stakeholder Alignment
• Data Analysis
• Problem Solving
• Scalability