The opportunity
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 and implements DoorDash's automated support solutions, with the ultimate goal of…
What you'll do
Lead strategy. Define and drive DoorDash's support automation expansion: strategy for international markets: determining use cases, prioritization frameworks, and the approach to scaling automations across countries in a repeatable, compliant, and operationally efficient way.
Own the metric. Own the goal end-to-end, tracking progress weekly,: identifying gaps, and driving corrective action across the cross-functional team.
Build the foundation. Build a strong foundation partnering with Product and: Engineering to enable feature parity and market customization, and creating the playbook for scaling across new use cases and automation channels.
Enable experimentation. Partner with Analytics to design, launch, and: evaluate experiments that measure impact and drive ship decisions in alignment with stakeholders.
Navigate cross-functional complexity. Identify and manage interdependencies: with Product, Engineering, Analytics, Legal, and country leads — ensuring automation strategy is built in alignment with local market requirements, regulatory constraints, and broader business priorities.
Communicate and influence. Represent the automation expansion program in: weekly business reviews and executive forums, clearly articulating progress, risks, and decisions needed from senior leadership.
What they're looking for
- You're organized. You thrive in creating structure out of ambiguity: defining clear ownership, milestones, and processes in a complex, multi-team environment.
- You solve problems from first principles. You're excited to tackle challenges: in new markets and resist "this is how it's always been done" thinking.
- You're analytical. You let data win arguments, and you're comfortable pulling: your own data in SQL or modeling in Excel to size opportunity, track performance, and inform decisions.
- You're persuasive. You are an effective communicator: speaking as if you're right and listening as if you're wrong. You can influence across DRIs at all levels, from country leads to senior leadership.
