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    Senior Associate, Customer Experience Strategy - Los Angeles, United States - DoorDash

    DoorDash
    DoorDash Los Angeles, United States

    1 week ago

    DoorDash background
    Description

    About the Role

    We are looking for a Sr. Associate to help us identify, prioritize and execute initiatives that improve our customer's experience when they engage and interact with our customer support organization. This Sr. Associate will own the reporting, strategic planning, and execution of initiatives to drive the improvement of key measures of consumer satisfaction and retention.

    You will report into the Sr Manager of our Customer Experience team, within our Support Strategy & Operations organization, while working closely with cross-functional teams. This role is perfect for someone who wants to develop a strategic mindset as well as the operational rigor to bring that strategy to life within a fast-paced culture.

    You're excited about this opportunity because you will...

  • Strategize. You will be instrumental in setting the direction of DoorDash's Consumer Experience, moving swiftly to understand and eliminate the drivers of delivery defects.
  • Analyze. You will dig into and use data (SQL/Mode) to produce insights to identify opportunities to improve speed, quality, effectiveness, and customer experience; you will be responsible for forecasting and tracking key metrics.
  • Collaborate. You will partner with product, engineering, analytics, support teams, and teams within customer experience, to guide priority projects that improve the customer experience
  • Build. You'll have your fingerprints all over company-level priority projects to improve DoorDash's Consumer experience. This means everything from high-level strategy to the lowest level of detail.

    • We're excited about you because...

  • You have 3+ years of experience. You've succeeded in a competitive, fast paced environment.
  • You have experience handling requests from a variety of different channels efficiently and effectively.You excel in creating structure out of nothing.
  • You solve problems from first principles. You're excited to solve problems and think outside the room.
  • You thrive with a diverse set of responsibilities. You love working across a breadth of disciplines and teams.
  • You're analytical. You let data win arguments, and you're comfortable pulling your own data in SQL or modeling in Excel (can perform complex functions and modeling).
  • You act with urgency. Speed excites you. You prefer an accomplishment today to an accomplishment tomorrow.
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