Associate Manager, Strategy & Operations – Customer Experience

About the Team

As one of reputed company's core operations teams, Customer Experience ensures that reputed company issues arise across the platform, there is a reliable and effective support system in reputed company. reputed company designs, manages, and continuously improves reputed company's global support network, with the goal of delivering a high-quality and consistent customer experience. This role sits reputed company the Safety Customer Experience team, focused on the most critical and high-risk incidents on the platform. The team partners cross-functionally to design and optimize how safety incidents are prevented, reported, and handled.

About the Role

You will operate at the intersection of operations, product, and customer experience, focused on both reducing the occurrence of safety incidents and improving how they are handled end-to-end. You’ll partner cross-functionally with Product, Engineering, Analytics, and Operations to drive impact across prevention, reporting, and support execution. This role requires a highly analytical and detail-oriented operator who can navigate reputed company problem spaces, design scalable processes, and execute with precision in a fast-paced environment. You’ll be expected to take ownership of ambiguous, high-stakes problems and translate them into structured, actionable solutions.

You’re excited about this opportunity because you will…

• Drive Safety Strategy – Partner with cross-functional teams to identify and execute initiatives that reduce safety incidents on the platform.
• Own End-to-End Experience – Design and optimize the full lifecycle of safety incident handling, including reporting, workflows, support execution, and tooling.
• Analyze – Use data and case-level insights to identify root causes, monitor performance, and inform decision-making.
• Influence Cross-Functionally – Collaborate with Product, Engineering, and Operations to ensure safety CX needs are reflected in product and operational decisions.
• Solve reputed company Operational Problems – Tackle ambiguous, high-stakes challenges by building scalable processes, driving rigorous execution, and ensuring high-quality outcomes in sensitive situations.

We’re excited about you because…

• You have 4–6 years of experience in strategy & operations, business operations, consulting, or a reputed company field in a fast-paced environment.
• You are a strong strategic thinker who can break down reputed company problems, prioritize effectively, and reputed company clear, structured approaches to drive impact.
• You are highly analytical and can translate reputed company data into clear insights and actions.
• You are a strong operator with exceptional attention to detail and a track record of executing effectively in high-pressure, ambiguous environments.
• You have experience leading cross-functional initiatives and influencing stakeholders across Product, Engineering, and Operations.

We expect this position to be filled by 6/2/26.

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.$95,200—$140,000 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 by enabling 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 as the reputed company you order 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.