Associate Manager, Customer Experience Partner Success

Associate Manager, Customer Experience Partner Success

New York, NY; Seattle, WA; Phoenix, AZ; San Francisco, CA

About the Team

Customer Experience and Integrity (CXI) operates DoorDash's global support network. Partner Success (PxS) manages the partner-operated network that delivers Tier 1 support across millions of weekly contacts. Our job is to make sure every interaction is a Perfect Interaction: resolved on the first contact, accurate, fast, and within policy. We do that by setting the standards, sizing where the system is breaking, and driving partner execution and upstream defect removal in equal measure.

About the Role

We are looking for an Associate Manager, Partner Success to own quality, speed, and cost outcomes across our partner network. You will own the operating loop that turns frontline signal AQA, DWR, FCR, escalations, Voice of Teammate (Tx) into measurable improvement in Perfect Interactions, set the standards partners are held to, and represent PxS in the cross-functional decisions that shape how the network is designed and how quality is measured. You will report to the Director, Partner Success. This role may require up to 40% travel, domestic and international.

You're Excited About This Opportunity Because You Will

• Lead programs that improve audience outcomes by delivering Perfect Interactions, reducing escalations, and increasing DWR and DashPass subscriptions.
• Partner on network redesign so work goes to the right Txs the first time, the network approaches near-100% uptime, and Tx expertise gets deeper.
• Act as the primary thought partner for critical cross-functional teams (S&O, Product, Analytics, NOE, Workflow, WFM, Finance, Policy), to land shared goals.
• Align reporting so partners, TLs, and Txs work from the same source of truth as PxS and every level knows what to solve, why, and how.
• Mentor and upskill the leadership bench, coaching managers and ICs on the expertise and judgment required for the next level.
• Demonstrate AI fluency by identifying and implementing AI solutions that improve quality monitoring, RCA, signal aggregation, and partner operating mechanisms.

We're Excited About You Because

• You have 4+ years of professional experience and a Bachelor's or Master's degree, with 7+ years in people management including experience managing managers.
• You have led support, operations, or quality functions at scale, ideally across a partner / BPO network, accountable for a portfolio of KPIs that ladder into a functional KR.
• You shape, structure, and independently lead end-to-end delivery of strategy on complex and ambiguous problems you can take a multi-hundred-bps gap, decompose it into the right walks, and run the operating loop until the gap closes.
• You distinguish what partners own (execution, calibration, coaching, follow-through) from what DoorDash owns (policy, product, routing, workflow, measurement), and are equally credible holding both sides accountable while driving quarterly improvements in OKRs.
• You communicate complex information clearly to executive audiences in writing, in narratives, and in live forums, and build XFN partnership that gets defects fixed.
• You have an owner mentality, are output-driven, comfortable in a fast-changing environment, and push yourself and your team toward higher standards.

Compensation The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee's work location. Ranges are market-dependent and may be modified in the future. In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. 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).

$95,200 - $140,000 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 usersfrom Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.

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