About the Team
The Advanced Case Escalations, ACE, team is responsible for identifying and resolving the systemic gaps that drive executive escalations. We operate at the intersection of Support, Product, Policy, and Operations, conducting structured root cause analyses on high-impact cases and translating findings into scalable fixes. Our mandate is twofold, resolve critical customer pain points in the near term and eliminate the upstream drivers that create repeat friction, strengthen accountability across partners, and sustain improvements to the end-to-end customer experience.
About the Role
As an Associate, Customer Experience on the ACE team, you will apply data science and AI to uncover systemic drivers of executive escalations and support friction. You will design and deploy models that structure unstructured case data into scalable taxonomies, automate postmortem analyses, and surface clear root causes. This role goes beyond reporting, you will translate complex datasets into executive-ready insights and partner cross-functionally to drive measurable reductions in Overturned Rate and M Team Escalations. Success requires strong technical rigor, structured thinking, and the ability to convert analysis into durable operational and product improvements.
You’re excited about this opportunity because you will…
- Deploy AI-driven solutions to identify systemic support gaps and convert unstructured case data into actionable taxonomies.
- Own the development of scalable case classification models that improve visibility into root causes and reduce noise in escalation channels.
- Translate complex datasets into executive-ready insights that influence product, policy, and operational decisions.
- Partner cross-functionally with Product, Engineering, and Operations to close upstream gaps and prevent repeat issues at scale.
- Operate at the intersection of data science and business strategy, using analytics to drive measurable customer and operational outcomes.
We’re excited about you because…
- You bring a strong foundation in data science, statistics, or a related quantitative field, and can translate theory into practical business applications.
- You are fluent in SQL and Python, and have experience working with large, messy datasets to extract structured, decision-ready insights.
- You think in systems, not symptoms, and can deconstruct complex support issues into clear, root cause categories.
- You are comfortable building and deploying machine learning or AI-driven models that drive measurable operational impact.
- You communicate complex analyses clearly and concisely, tailoring insights for both technical and executive audiences.
- You operate with a bias for action, moving from analysis to recommendation to implementation without overengineering.
- You are detail-oriented, intellectually curious, and motivated by improving customer experience through scalable, data-driven solutions.
- You thrive in cross-functional environments and can influence stakeholders using evidence, logic, and structured thinking.
We expect this position to be filled by 5/6/26.
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 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).
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.