Associate Manager, Strategy & Operations – Customer Experience

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 partners cross-functionally to design and optimize how safety incidents are prevented, reported, and handled. About the Role You will operate at the intersection of operations, product, and customer experience, focused on both reducing the occurrence of safety incidents and improving how they are handled end-to-end. You’ll partner cross-functionally with Product, Engineering, Analytics, and Operations to drive impact across prevention, reporting, and support execution. This role requires a highly analytical and 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 reduce safety incidents on the platform. Own End-to-End Experience – Design and optimize the full lifecycle of safety incident handling, including reporting, workflows, support execution, and tooling. Analyze – Use data and case-level insights to identify root causes, monitor performance, and inform decision-making. 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 4–6 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 experience leading cross-functional initiatives and influencing stakeholders across Product, Engineering, and Operations. We expect this position to be filled by 6/2/26. 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 (e.g. Colorado Healthy Families and Workplaces Act). 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. To learn more about our benefits, visit our careers page here. 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 (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week). The national base pay range for this position within the United States, including Illinois and Colorado.$95,200—$140,000 USD 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