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Senior Associate, Community Response

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Job ID: 2984314

DoorDash, Inc.

Tempe, AZ

Acerca del equipo

DoorDash’s Community Response team is dedicated to ensuring a safe and high-quality experience for everyone on our platform, including consumers, Dashers, and merchants. As part of the Trust & Safety organization, we respond swiftly, effectively, and with professionalism to a wide range of safety incidents, such as personal safety concerns, threats, property damage, food safety issues, discrimination, and interpersonal disputes. Trust and Safety success relies on our team being able to identify harmful situations, communicate empathetically with survivors and make quick decisions to mitigate future risk.  Our goal is to provide exceptional support to those affected by incidents on the platform and restore confidence in our platform.

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.

Acerca del puesto

As a Senior Associate of DoorDash's Community Response team, you will play a critical role in ensuring the safety and well-being of our platform’s community by driving key initiatives that support the Trust & Safety organization’s objectives. You will leverage your program management expertise and tactical execution skills to implement high-impact projects aimed at strengthening our safety response capabilities.

In this role, you’ll partner closely with cross-functional teams—including Product, Safety Strategy & Operations, Trust Strategy & Operations, Policy, Fraud, Quality Assurance, Support, and Legal—to refine safety protocols, resolve process inefficiencies, and enhance the platform experience for all users. Your focus will be on optimizing our safety response processes, managing escalations, and ensuring our resources are current and aligned with best practices.

Success in this position requires a sharp eye for detail combined with the ability to distill complex information into actionable insights for leadership and stakeholders. Your ability to blend data-driven decision-making with a deep understanding of safety will be key to identifying risks and implementing solutions that reinforce trust across our community. If you have a passion for safety, strong technical skills, and the drive to make a meaningful impact, we’d love to have you on the team.

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

Le entusiasma esta oportunidad porque...

  • Develop expertise in how DoorDash's processes and safety protocols work, as well as how to use them to respond effectively to incidents and achieve positive outcomes for our community, including mitigating risk and restoring user confidence.
  • Partner with multiple internal and external teams—including Product, Legal, Support, Policy, and S&O—to execute critical safety response projects while understanding and accounting for the impact of each initiative on upstream and downstream safety processes.
  • Oversee continued operational success by managing implementation of expansion projects such as international efforts, live escalations, and safety response optimization
  • Determine project goals and outcomes that align with the broader safety strategy, while tracking the effectiveness of response initiatives and providing regular updates to leadership on how these efforts are enhancing the safety experience across the platform.
  • Build detailed project plans that outline tasks, resources, dependencies, and timelines to ensure seamless implementation of safety response improvements, prioritizing initiatives that bolster the protection and security of all DoorDash users.
  • Directly connect with those impacted by incidents on the platform to understand how we can best serve them and restore confidence in the platform (this includes on the phone/chat/email).

Estamos entusiasmados contigo porque...

  • You have a proven track record in managing large-scale projects from concept to completion, with the ability to lead cross-functional initiatives, prioritize multiple tasks, and meet deadlines.
  • You have strong experience handling high-stakes incidents with a calm, clear-headed approach.
  • You have demonstrated the ability to analyze data to identify trends, assess risks, and create actionable insights. Proficiency in tools like SQL, Sheets, or other analytics platforms is a strong plus.
  • You have exceptional communication skills, both verbal and written, with the ability to present complex information to various audiences, including senior leadership
  • You have experience working with diverse teams
  • You have the ability to respond empathetically to individuals impacted by safety incidents, understanding their perspective while ensuring resolutions are consistent with the company’s values and policies.
  • You have strong analytical and problem-solving skills, with a proactive mindset to anticipate and mitigate potential risks before they escalate.
  • You have comfort working in a fast-paced, ambiguous environment where priorities can shift quickly.
  • You have comfort with leveraging technology to optimize safety protocols and workflows.

 

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Acerca de DoorDash

En DoorDash, nuestra misión de potenciar las economías locales determina la forma en que los miembros de nuestro equipo se mueven con rapidez, aprenden y reiteran para tomar decisiones impactantes que muestren empatía por nuestra gama de usuarios, desde Dashers hasta socios comerciales y consumidores. Somos una empresa de tecnología y logística que comenzó con la entrega puerta a puerta, y estamos buscando miembros del equipo que puedan ayudarnos a pasar de ser una empresa conocida por la entrega de alimentos a una empresa a la que la gente recurre para cualquier y todos los bienes.

DoorDash está creciendo rápidamente y cambiando constantemente, lo que da a los miembros de nuestro equipo la oportunidad de compartir sus perspectivas únicas, resolver nuevos retos y ser dueños de sus carreras. Nos comprometemos a apoyar la felicidad, la salud y el bienestar general de nuestros empleados ofreciéndoles prestaciones y beneficios integrales, como asistencia sanitaria de primera calidad, reembolso de gastos de bienestar, baja parental retribuida y mucho más.

Nuestro compromiso con la diversidad y la integración

Estamos comprometidos con el crecimiento y la potenciación de una comunidad más inclusiva dentro de nuestra empresa, nuestro sector y nuestras ciudades. Por eso contratamos y cultivamos equipos diversos de personas de todos los orígenes, experiencias y perspectivas. Creemos que la verdadera innovación se produce cuando todo el mundo tiene sitio en la mesa y dispone de las herramientas, los recursos y las oportunidades para destacar.

Declaración de no discriminación: En consonancia con nuestras creencias y objetivos, ningún empleado o candidato será objeto de discriminación o acoso por motivos de raza, color, ascendencia, nacionalidad, religión, edad, sexo, estado civil o pareja de hecho, orientación sexual, identidad o expresión de género, discapacidad o condición de veterano. Más allá de la discriminación y el acoso basados en "categorías protegidas", también nos esforzamos por evitar que otras formas más sutiles de comportamiento inadecuado (por ejemplo, los estereotipos) se impongan en nuestra oficina. Ya sean evidentes u ocultas, las barreras al éxito no tienen cabida en DoorDash. Valoramos la diversidad de la plantilla: animamos a las personas que se identifican como mujeres, personas no binarias o que no se ajustan al género, LGBTQIA+, indios americanos o nativos de Alaska, negros o afroamericanos, hispanos o latinos, nativos de Hawai u otras islas del Pacífico, personas con discapacidades diferentes, cuidadores y padres, y veteranos a que presenten su candidatura. Gracias al Level Playing Field Institute por esta declaración de no discriminación.

De conformidad con la Fair Chance Ordinance de San Francisco, la Fair Chance Initiative for Hiring Ordinance de Los Ángeles y cualquier otra normativa de contratación estatal o local, tendremos en cuenta para el empleo a cualquier solicitante cualificado, incluidos aquellos con antecedentes de arrestos y condenas, de forma coherente con la normativa aplicable.

Si necesita alguna adaptación, informe a su contacto de contratación en el momento de la conexión inicial.


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