Associate Manager, Customer Experience Tool GTM
About the Team As one of DoorDash'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 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 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. You're excited about this opportunity because you will…
- 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 DoorDash plans and supports high-volume, time-sensitive rollouts.
We're excited about you because…
- 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.
We expect to fill this position by 03/10/26 Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey About DoorDash At DoorDash, 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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. Statement of Non-Discrimination: In keeping with our beliefs and goals, 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. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial connection. Apply tot his job Apply To this Job