Associate Manager, Strategy & Operations – Customer Experience

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.

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.

• 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.

• 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.