[Hiring] Associate, Customer Experience- Data & Strategy @DoorDash USA

Role Description

The Advanced Case Escalations, ACE, team is responsible for identifying and resolving the systemic gaps that drive executive escalations. We operate at the intersection of Support, Product, Policy, and Operations, conducting structured root cause analyses on high-impact cases and translating findings into scalable fixes. Our mandate is twofold:

• Resolve critical customer pain points in the near term.
• Eliminate the upstream drivers that create repeat friction, strengthen accountability across partners, and sustain improvements to the end-to-end customer experience.

As an Associate, Customer Experience on the ACE team, you will apply data science and AI to uncover systemic drivers of executive escalations and support friction. You will:

• Design and deploy models that structure unstructured case data into scalable taxonomies.
• Automate postmortem analyses and surface clear root causes.
• Translate complex datasets into executive-ready insights.
• Partner cross-functionally to drive measurable reductions in Overturned Rate and M Team Escalations.
• Operate at the intersection of data science and business strategy, using analytics to drive measurable customer and operational outcomes.

Qualifications

• Strong foundation in data science, statistics, or a related quantitative field.
• Fluent in SQL and Python.
• Experience working with large, messy datasets to extract structured, decision-ready insights.
• Ability to deconstruct complex support issues into clear, root cause categories.
• Comfortable building and deploying machine learning or AI-driven models.
• Strong communication skills to convey complex analyses clearly and concisely.
• Detail-oriented, intellectually curious, and motivated by improving customer experience.
• Ability to thrive in cross-functional environments and influence stakeholders.

Requirements

• Strong technical rigor and structured thinking.
• Ability to convert analysis into durable operational and product improvements.
• Bias for action, moving from analysis to recommendation to implementation.

Benefits

• Comprehensive benefits package including a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and 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 and mental health program.