About the Team

As one of DoorDash's core operations teams, Customer Experience ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

We're looking for an entrepreneurial Program Manager to lead a portfolio of initiatives with 2 core focuses

  • Employee Experience and Development
  • Customer Experience Innovation

You're excited about this opportunity because you will…

  • Identify opportunities for employee development and engagement, through information in employee voice surveys and other qualitative data, with the goal of increasing employee satisfaction
  • Own the strategy and implementation for internal knowledge and information management, so that employees can easily navigate resources and process documentation
  • Take program ownership of several initiatives within a broader portfolio, currently including
    • Employee Experience and Development
      • Supporting learning and development through new hire onboarding and mentorship programs
      • Driving a culture of customer empathy and obsession through a customer support shadowing program
      • Elevating and taking action on voice of the employee, through leading employee voice committee, innovating on solutions to increase engagement and satisfaction, and creating platforms for increased visibility
    • Customer Experience Innovation
      • Develop, maintain, and report on pipeline of new ideas 
      • Design and facilitate Big Ideas Ideation Workshop series 
      • Partner with cross-funcitonal team members to vet Big Idea hypotheses through lean methodologies and integrate opportunities into the business 

We're excited about you because

  • You are passionate about unlocking individuals’ and teams’ potential to do their best work 
  • You gain alignment on a problem statement, define success metrics, measure performance, and clearly communicate impact of an initiative 
  • You make room at the table, to ensure diversity of voices are heard
  • You have a growth mindset and bias for action
  • You are a creative and resourceful problem solver
  • You have 3-5 years experience in project or program management
  • You have experience with innovation methods, such as design thinking, lean startup, and agile principles 
  • You have experience with knowledge management or documentation (e.g. internal wikis)

 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 operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day.
  • We are learners – 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 committed to learning and implementing what is best for our customers, merchants, and dashers.
  • We are one team – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly and always learn and reiterate to support merchants, Dashers and the communities we serve. 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. Read more on the DoorDash website, the DoorDash blog, the DoorDash Engineering blog, and the DoorDash Careers page.

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. Our leaders seek the truth and welcome big, hairy, audacious questions. We are grounded in our company values, and we make intentional decisions that are both logical and display empathy for our range of users—from Dashers to Merchants to Customers.

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.

We're committed to supporting employees’ happiness, healthiness, and overall wellbeing 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.

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

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At DoorDash, we strive to create a culture of belonging where everyone can bring their best selves to work. Our goal is to ensure that diverse identities and perspectives are valued and can thrive. We are continuously evaluating our employee and candidate programs and processes and identifying ways to ensure they are inclusive and equitable. We encourage you to share a bit more about yourself below so we can continue to improve the overall candidate experience and inform future diversity and inclusion initiatives. 

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