Senior Associate, Customer Experience New Launches
DoorDashSan Francisco, CA; New York, NY; Los Angeles, CA; Seattle, WA; Washington D.C.; Chicago, IL; United States - Remote
Remote Full-time $74.8K/yr - $110K/yr
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Experience Level
Mid to Senior
Qualifications
We are looking for candidates with a proven track record of independently managing projects and initiatives. Strong analytical skills, excellent communication abilities, and a collaborative spirit are essential. Candidates should have experience in operational readiness, with a knack for translating strategies into clear processes. Familiarity with customer support environments and a passion for enhancing customer experiences are highly valued.
About the job
Join DoorDash's dynamic Customer Experience and Integrity team as a Senior Associate, where you will play a crucial role in ensuring our frontline support workforce is equipped for major company initiatives. You will oversee the readiness lifecycle, translating complex product launches and policy changes into actionable plans that empower our 15,000 agents. Your success will be defined by your ability to work autonomously, engage with cross-functional partners, and implement scalable changes that enhance our support network. Reporting to the Manager of Customer Experience - Readiness, you will be instrumental in maintaining exceptional service quality during periods of rapid growth.
About DoorDash
At DoorDash, we are committed to redefining the last-mile experience for our customers. Our Customer Experience and Integrity team is at the heart of our operations, ensuring that we deliver exceptional service even when challenges arise. By managing a vast network of contact centers, we strive to enhance customer satisfaction across our global platform. Join us in our mission to empower communities and elevate the dining experience nationwide.
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About FoundAt Found, we recognize the unique challenges faced by the self-employed workforce, which encompasses a vibrant community of 60 million Americans. Navigating complexities such as taxes, accounting, bookkeeping, and business banking can be daunting. That's where we step in.We are dedicated to crafting innovative tools that empower self-employed individuals with the security and peace of mind that has traditionally been reserved for larger corporations. Our business banking solutions automate tax and expense tracking, allowing small business owners to focus more on their passions rather than their finances.We invite kind, resourceful, and passionate individuals to join us in creating a robust safety net for the self-employed.Key Responsibilities:Collaborate with cross-functional teams to shape the product roadmap and influence company-wide strategy; analyze customer trends, gather product feedback, and identify pain points.Mentor managers to ensure their teams achieve goals and excel in their daily operations.Establish and track KPIs, OKRs, and operational tasks to drive team performance; develop strategic initiatives for the Customer Experience organization.Contribute to the creation of internal processes, policies, documentation, and training that bolster team effectiveness.Assist customers by managing high-profile internal and external escalations.
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