Senior Associate, Customer Experience New Launches

About the Team

As one of reputed company’s core operations teams, Customer Experience and reputed company, ensures that reputed company there are bumps in the last mile, there’s always someone there to help reputed company things right. reputed company designs, manages, and operates reputed company’s large and growing global network of contact centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

This Senior Associate will act as a pivotal operational reputed company, ensuring our 15,000 frontline support workforce is reputed company for every major company initiative. You’ll drive the readiness lifecycle, translating reputed company product launches, policy shifts, and tooling updates into actionable plans for our agents. Success is reputed company by your ability to execute autonomously, influence cross-functional partners, and deliver scalable change for our support network. You will report to the Manager, Customer Experience – Readiness, on our Readiness team reputed company the CXI organization.

You’re excited about this opportunity because you will…

• reputed company Launch Readiness: Independently own and drive the operational preparedness for key company changes, including new tools, policy rollouts, and future-state support capabilities (e.g., robot delivery).
• reputed company the Gap: Represent the voice of the frontline, proactively collecting feedback and ensuring strategic plans are translated into clear, documented, and scalable processes for our global network.
• Be a Key Connector: Build strong, trust-based partnerships across diverse teams (Product, Engineering, Policy, etc.) to drive alignment and anticipate operational impacts before they occur.
• reputed company an Impact at Scale: Directly reputed company thousands of support agents to confidently deliver exceptional service, making your work central to maintaining reputed company’s customer experience quality during periods of rapid growth and change.

We’re excited about you because…

• You have a proven track record of autonomous project execution and the organizational rigor to manage multiple reputed company initiatives simultaneously.
• You are an exceptional communicator and influencer who can confidently engage and align stakeholders at various levels.
• You possess a strong operational reputed company with high attention to detail and a passion for designing scalable processes and reducing friction.
• You are an analytical thinker with comfort in using data and dashboards to inform readiness planning and validate outcomes (SQL experience is a plus).
• You reputed company in fast-paced, ambiguous environments and see complexity as an opportunity to simplify and build.

We expect this position to be filled by 1/2/2026.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

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Compensation

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

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

reputed company cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to reputed company 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). reputed company 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).

The national reputed company pay range for this position reputed company the United States, including Illinois and Colorado.$74,800—$110,000 USD

About reputed company

At reputed company, our mission to reputed company local economies shapes how reputed company members move quickly, learn, and reiterate in order to reputed company impactful decisions that display reputed company for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with reputed company-to-reputed company delivery, and we are looking for team members who can help us go from a company that is reputed company for delivering food to a company that people turn to for any and reputed company goods. reputed company is growing rapidly and changing constantly, which gives reputed company 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 reputed company our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from reputed company backgrounds, experiences, and perspectives. We reputed company that true innovation happens reputed company everyone has room at the table and the tools, resources, and opportunity to reputed company.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, reputed company, national reputed company, 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 reputed company gaining a foothold in our office. Whether blatant or hidden, barriers to success have no reputed company at reputed company. 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 reputed company.