Senior Associate, DoorDash
Customer Experience Strategy & Operations
Local food delivery platform
Job no longer available
Local food delivery platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To empower local economies by connecting food lovers with great local restaurants
Role
Who you are
- 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
What the job involves
- 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
- 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
Otta's take
Theo Margolius
COO of Otta
DoorDash was an early entrant into the last-mile restaurant delivery business, which is now crowded with the likes of Uber Eats, Postmates and GrubHub. They offer restaurants an end-to-end delivery platform, generating new business and access to a network of delivery drivers.
To differentiate itself in the market, DoorDash focused on areas with fewer competitors and found success in this untapped market. Other factors, such as the company's targeting of restaurants which many not typically offer a delivery service, also contribute to its profitability. The company made its stock market debut in 2020 with one of the biggest IPOs of the year.
However, in light of increasing discontent around DoorDash's commission structure from restaurants, competition remains fierce. The business recently responded by publishing a transparent fee structure, but the number of options open to restaurants means DoorDash must fight to keep its customers loyal. Despite this, by focusing on consumer retention, logistics and technology, the company is likely able to maintain its existing growth and revenue.
Insights
Company
Funding (last 2 of 11 rounds)
Jun 2020
$400m
SERIES H
Nov 2019
$100m
SERIES G
Total funding: $2.5bn
Company benefits
- Company stock options
- Work from home stipend
- Unlimited paid time off policy
- Work from home opportunities
- Health insurance
Company values
- We are doers
- We are learners
- We are leaders
- We are one team
Company HQ
Mid-Market, San Francisco, CA
Founders
Tony Xu
(CEO)Tony studied at UCB and worked as a Matrix Partners Associate while studying for an MBA at Stanford. He combined this experience to co-found DoorDash in January 2013, and has served as CEO since June 2013.
Stanley Tang
(CPO)Previously studied Computer Science at Stanford, before working at Facebook as a Software Engineer.
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