About the Team

At DoorDash, our customers are at the forefront of our product strategy and we deeply believe that the best customer experience is the key to our success (hear it directly from our CEO, Tony Xu). Behind the magic of our customer experience is the relentless pursuit of seamless delivery and having our customer’s back when something goes wrong.

Our team is responsible for turning the most critical customer pain points into delightful experiences. We’re here to make consumers, merchants, and Dashers feel like DoorDash is with them every step of the way in their journeys. And we do that with design thinking, creativity and innovation. We strive to bring the heart and soul of DoorDash to fill the gaps in the overall user experience with delightful, unique, and memorable interactions.

About the Role

As part of the Customer Experience & Integrity (CXI) Design team (Support, Fraud, Trust & Safety, and Internal Tools), you will primarily focus on the customer-facing user experience. What sets this role apart from others is that you’ll design across all sides of the marketplace - consumer, merchant, and Dasher! You’ll need to go wide and deep into their journeys to build the world view of our marketplace, and look for ways to creatively solve their pain points. And solve them in ways that not only drive customer satisfaction but also move business metrics. This role requires you to not just push pixels but work collaboratively with cross-functional teams (research, product, engineering, analytics, and business) to help drive the vision and strategy.

Through the support experience, you’re helping consumers when they need us the most and designing that experience to be not only quick and reliable, but bring the heart and soul of DoorDash. This role will also own the help center experience for our Dashers, the face of DoorDash when they need us the most.  This is an opportunity for someone to innovate and do visionary work, and think about a future state with AI in mind. 

This role reports into the Senior Manager, Trust and Safety in our Customer Experience and Integrity team in our Product Design org. This role is hybrid, 1-2 days a week onsite from one of our Design hubs and the rest working from home.  

You’re excited about this opportunity because you’ll…

• Lead the user experience of products end-to-end, including contributing to product strategy, running design sprints, and crafting visions
• Work cross-functionally with product managers, engineers, and other disciplines to build and ship your designs
• Deliver and refine clear storytelling around product needs and opportunities
• Create, collaborate, and refine flows, prototypes, and high-fidelity visuals
• Design and ship high-quality product improvements

We’re excited about you because…

• You are a senior-level IC with 5+ years of work experience
• You enjoy complex problem spaces, and bring clarity to your teams through your mastery of the design process (and the occasional design sprint)
• You are passionate about leading product strategy and vision for new product areas 
• You skillfully balance strategy, research, interaction design, and visual design to achieve elegant solutions
• You value high quality well crafted visual design, and care about the details
• You have experience with consumer-facing, B2B, and mobile design

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