Senior Associate, Customer Experience - Safety

Senior Associate, Customer Experience - Safety

About the Team As one of DoorDash's core operations teams, Customer Experience ensures that when issues arise across the platform, there is a reliable and effective support system in place. Our team designs, manages, and continuously improves DoorDash's global support network, with the goal of delivering a high-quality and consistent customer experience. This role sits within the Safety Customer Experience team, focused on the most critical and high-risk incidents on the platform. The team owns some of the most sensitive customer interactions at DoorDash, where thoughtful operational and product decisions directly improve customer trust and platform safety.

About the Role

You'll operate at the intersection of Product, Operations, and Customer Experience to improve how DoorDash prevents, identifies, and responds to the most critical safety incidents on the platform. You'll partner closely with Product, Policy, Analytics, and Operations to design scalable solutions that deliver accurate, timely support during customers' highest-stakes moments. This role requires a detail-oriented operator who can navigate complex problem spaces, design scalable processes, and execute with precision in a fast-paced environment. You’ll be expected to take ownership of ambiguous, high-stakes problems and translate them into structured, actionable solutions.

You’re excited about this opportunity because you will Drive Safety Strategy: Partner with cross-functional teams to identify and execute initiatives that improve how DoorDash prevents, identifies, and responds to safety incidents. Own End-to-End

Experience

• Design and optimize the full lifecycle of safety incident handling, including reporting, workflows, support execution, and tooling.

• Drive Data-Driven Decisions: Leverage data and case-level insights to identify root causes, measure performance, and prioritize opportunities to improve the safety customer experience.

• Influence Cross-Functionally: Collaborate with Product, Engineering, and Operations to ensure safety CX needs are reflected in product and operational decisions.

• Solve Complex Operational Problems: Tackle ambiguous, high-stakes challenges by building scalable processes, driving rigorous execution, and ensuring high-quality outcomes in sensitive situations.

• We’re excited about you because

• You have 3–5 years of experience in strategy & operations, business operations, consulting, or a related field in a fast-paced environment.

• You are a strong strategic thinker who can break down complex problems, prioritize effectively, and develop clear, structured approaches to drive impact.

• You are highly analytical and can translate complex data into clear insights and actions.

• You are a strong operator with exceptional attention to detail and a track record of executing effectively in high-pressure, ambiguous environments.

• You have a track record of independently owning ambiguous initiatives from problem definition through execution.

• You have experience leading cross-functional initiatives and influencing stakeholders across Product, Engineering, and Operations.

• Bachelor’s Degree

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future. In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws. DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

See below for paid time off details: For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year. For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked, and paid sick time accrued at 1 hour for every 30 hours worked.

The national base pay range for this position within the United States, including Illinois and Colorado: 74800—110000 USD

About DoorDash DoorDash empowers local economies by enabling team members to 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 focused on delivering goods and shaping how people think about everyday needs.

Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. We hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe 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. We value a diverse workforce and strongly encourage applicants from all backgrounds to apply.

Pursuant to various ordinances, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We used 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 provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144.