About the Team

• This role would be a liaison between or Consumer Experience and Agent Experience teams, which both roll up into the broader Support Operations organization
• We serve the needs of our Consumers by consistently improving the quality of the experience, while building features into our products that help Consumers help themselves. 
• We are currently looking at partnering with our product organization to sustainably improve several high-impact Consumer Experiences, while ensuring that our support teams have the best tools possible to help when consumers experience unforeseen issues during a delivery.
  

About the Role

In this role, you will be reporting into the Senior Manager of Consumer Experience to  drive changes to the workflows that power our Consumer Self-Help experience. This will involve building and making updates in YAML and testing tools, in partnership with our product and engineering teams. In addition, you will work closely with our Agent Experience team to continuously improve our agent tools and workflows to empower our agents to address our Consumers’ needs accurately and efficiently. This is an exciting role for anyone who wants to work closely with Product and drive meaningful impact to our Consumers’ experiences. 

You’re excited about this opportunity because you will…

• Own and drive updates to the YAML workflows that power our Consumer Self-Help experience at DoorDash
• Take existing issues that consumers need to resolve with an agent, and build automated workflows which will enable consumers to easily get a resolution at their fingertips and on their own time
• Continuously test, update and refine content to make our experience the best it can be
• Work with our Agent Experience team to import our existing Agent Knowledge Base articles to our new workflow engine
• Refine and improve Agent content and workflows
• Partner closely with product and engineering on content for new feature releases
• Manage several content initiatives and work cross-functionally to achieve a goal
• This role will have immediate impact on what our customers see on our website and in the app when they reach out to support
• You will have a unique opportunity to work with several different teams within and outside of the Support organization
• This role is a mix of creating and refining content, writing YAML and testing in partnership with our product and engineering teams, providing a unique opportunity to blend technical and qualitative projects

We’re excited about you because… 

• You have advanced YAML skills which you have gained through a combination of either educational or professional experience (Required). 
• At least two years of experience in a fast-paced, high-growth environment, where you have worked cross-functionally, developed comfort with ambiguity and owned several initiatives / projects simultaneously
• You are able to independently drive projects and work with partners from different teams to achieve a goal
• You have an “owner” mindset, are detail-oriented and have an interest in going “deep” into tools / processes

Why You’ll Love Working at DoorDash...

• We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day.
• We are learning - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• We are customer obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation packages and comprehensive health benefits.

About DoorDash

DoorDash is a technology company that connects customers with their favorite local and national businesses in over 4,000 cities and all 50 states across the United States and Canada. Founded in 2013, DoorDash empowers merchants to grow their businesses by offering on-demand delivery, data-driven insights, and better in-store efficiency, providing delightful experiences from door to door. By building the last-mile delivery infrastructure for local cities, DoorDash is bringing communities closer, one doorstep at a time. Read more on the DoorDash blog or at www.doordash.com.

Our Commitment to Diversity and Inclusion

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 the best and brightest 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.