About the Team

As DoorDash’s largest core operating team, Customer Experience, is tasked with ensuring that when there are bumps in the last-mile there’s always someone there to make things right. Our team supports consumers, dashers, and restaurants who need our help and we have a network of thousands of agents answering questions and fixing issues. We are customer obsessed and strive to give each customer who contacts us the best possible experience.   

About the Role

DoorDash is looking for a Business Systems Analyst, Learning Management who will help build and maintain our new LMS and L&D tech ecosystem in order to execute our learning strategy in a fast-paced environment. This role will drive continuous improvement opportunities in order to optimize & enhance agent learning programs, to ultimately ensure our global network of thousands of support agents are set up to successfully deliver on support experiences. 

This role reports to DoorDash’s Director of People Technology.

You’re excited about this opportunity because you will…

• Help oversee the Lead day-to-day operations and maintenance of the LMS, including assigning and monitoring security permissions for LMS Administrators, and resolving trouble tickets.  by collaborating with a team of learning and development professionals.
• Collaborate with a team of passionate LMS Administrators who are focused on executing daily deployment, reporting, and user maintenance responsibilities.
• Develop and maintain standardized documentation and SLAs on LMS operational processes and procedures to ensure a comprehensive LMS governance model.
• Communicate to stakeholders the status and project progress of all work related to training content management.
• Deliver functional and technical support for other LMS users and content creators. Utilize data to make informed recommendations on enhancements, while also providing analysis and reporting to stakeholders on learner performance and training effectiveness.
• Perform user-acceptance testing within LMS when new programs are developed. Create job aids and other support documents to support launch of new programs..
• Make recommendations for future improvements to content management, workflow processes, and user experience.

We’re excited about you because…

• You are passionate about learning software and administration 
• You have 4+ years experience in LMS administration that includes creating learning paths, certifications and badging programs, ideally with multiple LMS systems
• You have 3+ years experience leading highly creative learning teams
• You are collaborative and know how to develop strong productive relationships both internally and with our external partners
• You know how to present complex information in a clear and concise manner with strong written, verbal, and visual communication skills
• You are highly analytical and data driven in your decision making process.  You are comfortable pulling data from various sources, reading and analyzing data, doing analysis in excel or google sheets, and partnering with analytics partners for more complex analyses  
• You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills
• You have an owner mentality: you’re focused on quality, output driven, proactive, and always pushing yourself to do better
• You can think strategically and recommend solutions to complex problems while also executing many projects and priorities day-to-day
• Experience working with Salesforce, Asana, Lessonly, Articulate, Tableau
• You question the why behind your objectives, and surface areas of strategic misalignment
• You own a project / within your team; you set strategy and build an execution plan to achieve your objective with minimal oversight / guidance from your Manager
• You find the right balance of data and common sense to problem solve, and think creatively when we have incomplete information

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