Senior Product Designer, Customer Experience - Support - DoorDash

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 (https://podtail.com/en/podcast/how-i-built-this/doordash-tony-xu/) 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 (https://getcovey.com/product/covey-scout-inbound) from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound (https://getcovey.com/product/covey-scout-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 (https://getcovey.com/nyc-local-law-144)




Compensation

The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.



In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.



DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package for all regular employees that includes a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefits, and several paid holidays. Paid sick leave in compliance with applicable laws (i.e. Colorado Healthy Families and Workplaces Act).



Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match, and a mental health program, among others.



To learn more about our benefits, visit our careers page here (https://careers.doordash.com/) .



The base pay for this position ranges from our lowest geographical market up to our highest geographical market within California, Colorado, District of Columbia, Hawaii, Maryland, New Jersey, New York and Washington.



I4


$107,400 — $158,000 USD




I5


$129,200 — $190,000 USD




I6


$155,000 — $228,000 USD




About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.


DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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 people 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.



Statement of Non-Discrimination : In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.



Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.



If you need any accommodations, please inform your recruiting contact upon initial connection.