Senior Associate, Community Response

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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.

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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.

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