About the Team

As DoorDash’s largest core operating team, Customer Experience, is tasked with ensuring that when there are bumps in the last-mile there’s always someone there to make things right. Our team supports consumers, dashers, and restaurants who need our help and we have a network of thousands of agents answering questions and fixing issues. We are customer obsessed and strive to give each customer who contacts us the best possible experience.   

About the Role

In this role, you will partner closely with the Manager of Global Learning Operations and cross-functional stakeholders to translate customer experience strategy into executable learning programs. You will manage end-to-end L&D initiatives—conducting needs assessments, driving project execution, measuring impact through data, and continuously improving learning quality at scale.

This role is ideally based in one of DoorDash’s office hubs. 

You’re excited about this opportunity because you will…

• Partner with core audience stakeholders, trainers, and Instructional Designers to understand core customer experience strategies, and break these down into tangible learning programs for support agents
• Contribute to the learning & development strategy and curriculum, leveraging ADDIE principles, for support employees and vendor partners across the globe
• Conduct full scale needs assessment with business stakeholders and internal customers to determine and define appropriate learning interventions and shared success metrics
• Target performance improvement opportunities and measure the impact of learning programs through data analysis, dashboards, and reporting
• Drive accountability within team, with SMEs, and stakeholders through completion of initiatives
• Comfortable managing projects in an agile operating cadence, including sprints
• Zoom into the details, and zoom out to a bird’s-eye view, to understand the “why” of what led to an initiative’s success or failure, to create a culture of continuous learning   
• Identify opportunities to improve feedback loops between the field, vendors, and audience teams to enable continuous improvement 
• Foster an environment of collaboration, engagement, and high performance both within DoorDash and externally with our vendor partners
• Enhance, develop, and design training modules for new-hire and ongoing training programs that improve customer experience and support positive behavior change.
• Oversee and occasionally participate in training facilitation as business needs arise
• Apply the latest in neuroscience to guide the development of leading edge solutions as part of a broader evidence based approach to design

We’re excited about you because…

• You are passionate about creating learning and development programs at scale
• You have 4+ years experience in call center and/or BPO management experience as a project leader, trainer, or in developing instructional materials 
• You are collaborative and know how to develop strong productive relationships both internally and with our external partners
• You know how to present complex information in a clear and concise manner with strong written, verbal, and visual communication skills
• You are highly analytical and data-driven in your decision making process.  You are comfortable pulling data from various sources, reading and analyzing data, doing analysis in excel or google sheets, and partnering with analytics partners for more complex analyses  
• You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills
• You can think strategically and recommend solutions to complex problems while also executing many projects and priorities day-to-day
• You question the why behind your objectives, and surface areas of strategic misalignment
• You own a project / within your team; you set strategy and build an execution plan to achieve your objective with minimal oversight / guidance
• Experience working with Project Management Tools (Asana, Monday.com, Jira), Design Tools (Articulate) Data Visualization Reporting Tools (Tableau, Sigma), LMS Systems (Cornerstone, Docebo)

Why You’ll Love Working at DoorDash

• We are leaders – Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are doers – We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do — on every project, every day. 
• We are learners – We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• We are customer-obsessed – Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights. 
• We offer great compensation packages and comprehensive health benefits.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location. 

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.

$78,900 – $116,000 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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We’re committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.