Senior Associate, Community Defense

The Community Defense team improves the quality of DoorDash operations through adjudication of background checks, appeals and dispute handling, and implementation of proactive quality measures. On-demand food delivery has many advantages; however, there are extremely challenging logistics to ensure DoorDash is delivering the best service to the Customers, Dashers, and Merchants.

Trust and Safety presents a united front to protect the experience of Merchants, Customers, and Dashers while solving these logistical challenges. This team's work helps in building relationships while protecting DoorDash's brand. We partner with our teams to solve and reduce escalations, monitor daily quality, improve response times, and drive tool usage and efficiencies. At DoorDash, we empower our teams to focus on creating an amazing experience for our Merchants, Customers, and Dashers. You will join a fast-growing team that is hyper-focused on improving the quality of DoorDash's operations.

As the Senior Associate of DoorDash's Community Defense efforts, you will provide strategic oversight and program management skills to lead the implementation of important large-scale projects to support the Trust and Safety department's goals. You will partner with multiple teams, including product, operations, quality assurance, support, and legal and collaborate and manage vendors to aid us in our safety efforts. You will improve the Dasher experience, resolve process inefficiencies, and keep the team's resources updated. You have demonstrated well-honed project management ability in previous work and you have the ambition to push for change. You will concentrate on the fine details while also communicating a high level narrative to leadership and partners. You have some technical experience and a passion for data-driven insights to help make informed decisions that improve our valued community.

You will report to the Senior Manager on our Community Defense team in our Trust and Safety organization.

• Work with Trust and Safety leadership to plan and execute multiple strategic projects focused on improving the background check experience
• Maintain strong working relationships with vendors including onboarding, service monitoring, and performance optimization
• Partner with multiple internal teams to guide important projects while understanding and accounting for upstream and downstream impact
• Oversee continued operational success by managing implementation of expansion projects such as international efforts (including development and scaling of related support channel processes)
• Determine project goals and outcomes that align with a strategic vision while gaining support, tracking results, and updating progress to partners
• Build detailed project plans with tasks, resources, dependencies, and timelines. Identify risks and create mitigation plans. Work with the project team to ensure completion of important deliverables
• Prepare presentations and provide findings from projects to management and the broader Trust and Safety organization
• Develop expertise in how DoorDash's processes and resources work as well as how to use them to achieve positive outcomes

• You have experience working with external stakeholders and/or vendors
• You have experience leading projects
• You can operate autonomously while working with partners
• You have experience working with product and engineering teams to implement change and achieve results
• You have experience working with and presenting to leadership teams
• You have knowledge of Salesforce and Excel (can maintain complex spreadsheets)
• You have a bachelor’s degree
• You have 2+ years of project management experience

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.

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.