DoorDash
Associate Manager, Agent Tooling Strategy & Operations Lead
DoorDash, San Francisco, California, United States, 94199
Associate Manager, Agent Tooling Strategy & Operations Lead
Join to apply for the
Associate Manager, Agent Tooling Strategy & Operations Lead
role at
DoorDash .
About The Team There are often bumps in the last mile of deliveries, and DoorDash CXI ensures someone is there to help make things right. As one of DoorDash’s core operations teams, the Tx efficiency team ensures that agents are equipped to handle our customers’ issues and drive a great experience. The team owns the customer experience across all platforms and lines of business, playing a critical role in adjudicating some of the most difficult customer interactions and problems.
About The Role We’re hiring for a role to help our team deliver and scale internal product tooling for agents to provide customers a better and more efficient support experience. This role will specifically support the strategy and operations of centralized tooling with ownership of case management and routing, agent capacity management and assignment, know‑your‑customer efforts, tooling consolidation and unification efforts, and more.
Responsibilities
Define product feature roadmaps with the product engineering team.
Develop project plans across all relevant stakeholder groups to ensure the successful development and deployment of features.
Act as the quality assurance arm of development, flagging critical quality blockers to feature launches and risk mitigations.
Contribute to the constant improvement of features with post‑launch defect tracking and remediation.
Work closely with a large array of cross‑functional partners, including Product, Analytics, Engineering, and Global Support Ops, to create new solutions.
Gain a high level of visibility from organizational leadership by leading two fast‑growing and strategic areas of the business.
Qualifications
Organized and thrives in creating structure out of nothing.
Solves problems from first principles; resists “this is how it’s always been done” thinking.
Thrives with a diverse set of responsibilities.
Analytical—lets data win arguments and is comfortable pulling data from SQL or modeling in Excel.
Persuasive—effective communicator, speaking as if right and listening as if wrong.
Acts with urgency; prefers accomplishing today to tomorrow.
Relentless—does what it takes to win, no matter what.
Bachelor’s Degree.
5+ years of experience; succeeded in a competitive or challenging environment.
Comfortable exercising discretion and independent judgment in performing job duties.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Software Development
Compensation Base salary: $64,000—$94,100 USD, localized by work location. Includes opportunities for equity grants.
Benefits
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.
Medical, dental, and vision benefits; 11 paid holidays; disability and basic life insurance; family‑forming assistance; mental health program.
Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. We’ll do anything from hiring and cultivating 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.
Accommodation Statement If you need any accommodations, please inform your recruiting contact upon initial connection.
Hiring Update We expect to fill this position by 11/21/2025.
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Associate Manager, Agent Tooling Strategy & Operations Lead
role at
DoorDash .
About The Team There are often bumps in the last mile of deliveries, and DoorDash CXI ensures someone is there to help make things right. As one of DoorDash’s core operations teams, the Tx efficiency team ensures that agents are equipped to handle our customers’ issues and drive a great experience. The team owns the customer experience across all platforms and lines of business, playing a critical role in adjudicating some of the most difficult customer interactions and problems.
About The Role We’re hiring for a role to help our team deliver and scale internal product tooling for agents to provide customers a better and more efficient support experience. This role will specifically support the strategy and operations of centralized tooling with ownership of case management and routing, agent capacity management and assignment, know‑your‑customer efforts, tooling consolidation and unification efforts, and more.
Responsibilities
Define product feature roadmaps with the product engineering team.
Develop project plans across all relevant stakeholder groups to ensure the successful development and deployment of features.
Act as the quality assurance arm of development, flagging critical quality blockers to feature launches and risk mitigations.
Contribute to the constant improvement of features with post‑launch defect tracking and remediation.
Work closely with a large array of cross‑functional partners, including Product, Analytics, Engineering, and Global Support Ops, to create new solutions.
Gain a high level of visibility from organizational leadership by leading two fast‑growing and strategic areas of the business.
Qualifications
Organized and thrives in creating structure out of nothing.
Solves problems from first principles; resists “this is how it’s always been done” thinking.
Thrives with a diverse set of responsibilities.
Analytical—lets data win arguments and is comfortable pulling data from SQL or modeling in Excel.
Persuasive—effective communicator, speaking as if right and listening as if wrong.
Acts with urgency; prefers accomplishing today to tomorrow.
Relentless—does what it takes to win, no matter what.
Bachelor’s Degree.
5+ years of experience; succeeded in a competitive or challenging environment.
Comfortable exercising discretion and independent judgment in performing job duties.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Management and Manufacturing
Industries Software Development
Compensation Base salary: $64,000—$94,100 USD, localized by work location. Includes opportunities for equity grants.
Benefits
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.
Medical, dental, and vision benefits; 11 paid holidays; disability and basic life insurance; family‑forming assistance; mental health program.
Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. We’ll do anything from hiring and cultivating 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.
Accommodation Statement If you need any accommodations, please inform your recruiting contact upon initial connection.
Hiring Update We expect to fill this position by 11/21/2025.
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