Associate Manager, Customer Experience Partner Success

DoorDash US
New York, Seattle, Phoenix, San Francisco
Full timeUSD 95,200 - 140,000 annuallyFunction: Customer Success & Account ManagementExperience: 4+ yearsEducation: mastersSkills: ["Owner mentality","Output-driven","Communicates clearly","Cross-functional partnership","Mentoring/coaching"]

Own quality, speed, and cost outcomes across a partner-operated support network, driving “Perfect Interactions” (resolved on first contact, accurate, fast, and within policy). Set partner standards and run the operating loop that turns frontline signals (AQA, DWR, FCR, escalations, Voice of Teammate) into measurable improvements. Partner with cross-functional teams to align measurement, redesign network workflows, mentor leaders, and apply AI to enhance monitoring and RCA.

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DoorDash US
DoorDash US
4 days ago

Associate Manager, Customer Experience Partner Success

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Last checked: 9 hours agoStatus: Live

Job Summary

Own quality, speed, and cost outcomes across a partner-operated support network, driving “Perfect Interactions” (resolved on first contact, accurate, fast, and within policy). Set partner standards and run the operating loop that turns frontline signals (AQA, DWR, FCR, escalations, Voice of Teammate) into measurable improvements. Partner with cross-functional teams to align measurement, redesign network workflows, mentor leaders, and apply AI to enhance monitoring and RCA.
Location: New York, Seattle, Phoenix, San Francisco
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead programs to improve customer/partner outcomes by reducing escalations and increasing DWR and DashPass subscriptions.
  • •Drive network redesign so work routes to the right teammates/Txs the first time and improve uptime while deepening Tx expertise.
  • •Serve as primary thought partner for cross-functional teams to land shared goals and shape how quality is measured.
  • •Align reporting so partners, TLs, and Txs use a consistent source of truth with clear ownership of what to solve and why.
  • •Mentor and upskill the leadership bench, coaching managers and ICs; demonstrate AI fluency to improve quality monitoring, RCA, and signal aggregation.
Travel: High travel

Pay and Benefits

Salary: USD 95,200 - 140,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental LeavePaid Leave

Key Requirements

  • •4+ years of professional experience and a Bachelor's or Master's degree.
  • •7+ years in people management, including experience managing managers.
  • •Led support, operations, or quality functions at scale, ideally within a partner/BPO network with KPI accountability.
  • •Ability to structure and independently lead end-to-end delivery on complex, ambiguous problems using an operating loop until gaps close.
  • •Experience clearly distinguishing what partners own vs. what DoorDash owns, and driving quarterly improvements in OKRs.
Experience:4+ yearsPartner/BPOCustomer supportOperationsQualityCustomer experience
Education:Master's
Skills:Owner mentalityOutput-drivenCommunicates clearlyCross-functional partnershipMentoring/coaching
Tech Stack:AI

Company Brief

DoorDash US
On-demand logistics platform connecting consumers with local restaurants, grocers, and retailers for food delivery, pickup, and convenience services. Operates a marketplace and last-mile delivery network while offering tools and analytics for merchants and couriers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2013
WebsiteLinkedIn