Associate Manager, Customer Experience Tool GTM

DoorDash is a technology and logistics company focused on empowering local economies. The Associate Manager will be responsible for ensuring flawless customer support during large-scale promotions and high-volume events, while driving coordination across various teams and improving operational processes.

Responsibilities:

• 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

Requirements:

• Exceptional operational mindset with proven success in managing time-sensitive projects, launches, or campaigns, preferably within a high-volume support environment
• Highly detail-oriented executor with experience in or a strong aptitude for business analysis, including forecasting operational metrics and managing support quality
• History of driving alignment and effective communication with diverse cross-functional partners, translating complex business goals into simple, actionable plans
• Ability to thrive on the pressure of high-stakes deadlines and ensure that the customer experience remains world-class even when demand spikes
• Collaborative problem-solver who takes initiative and drives results with energy and rigor