Senior Associate, Learning Programs

In this role, you will partner closely with the Manager of Global Learning Operations and cross-functional stakeholders to translate customer experience strategy into executable learning programs. You will manage end-to-end L&D initiatives conducting needs assessments, driving project execution, measuring impact through data, and continuously improving learning quality at scale. This role is ideally based in one of DoorDash's office hubs.

You're excited about this opportunity because you will:

• Partner with core audience stakeholders, trainers, and Instructional Designers to understand core customer experience strategies, and break these down into tangible learning programs for support agents.
• Contribute to the learning & development strategy and curriculum, leveraging ADDIE principles, for support employees and vendor partners across the globe.
• Conduct full scale needs assessment with business stakeholders and internal customers to determine and define appropriate learning interventions and shared success metrics.
• Target performance improvement opportunities and measure the impact of learning programs through data analysis, dashboards, and reporting.
• Drive accountability within team, with SMEs, and stakeholders through completion of initiatives.
• Comfortable managing projects in an agile operating cadence, including sprints.
• Zoom into the details, and zoom out to a bird's-eye view, to understand the "why" of what led to an initiative's success or failure, to create a culture of continuous learning.
• Identify opportunities to improve feedback loops between the field, vendors, and audience teams to enable continuous improvement.
• Foster an environment of collaboration, engagement, and high performance both within DoorDash and externally with our vendor partners.
• Enhance, develop, and design training modules for new-hire and ongoing training programs that improve customer experience and support positive behavior change.
• Oversee and occasionally participate in training facilitation as business needs arise.
• Apply the latest in neuroscience to guide the development of leading edge solutions as part of a broader evidence based approach to design.

We're excited about you because:

• You are passionate about creating learning and development programs at scale.
• You have 4+ years experience in call center and/or BPO management experience as a project leader, trainer, or in developing instructional materials.
• 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 can think strategically and recommend solutions to complex problems while also executing many projects and priorities day-to-day.
• 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.
• Experience working with Project Management Tools (Asana, Monday.com, Jira), Design Tools (Articulate) Data Visualization Reporting Tools (Tableau, Sigma), LMS Systems (Cornerstone, Docebo).

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 learners - 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.

Compensation:
Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

DoorDash cares about you and your overall well-being. That's why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

Salary Range:
$78,900 - $116,000 USD