Senior Product Owner

About the Role

The Customer Experience Business Applications team is responsible for building some of our most critical customer experiences with enterprise software. We create leverage by being smart about buy-vs-build decisions, and create custom functionality on top of platforms like Salesforce and Amazon AWS. Our team underpins nearly every customer support need -- from routing to personalization to measurement and more.

As a Senior Product Owner, you’ll play a key role in defining and executing our most important customer support initiatives. You are the team's primary customer experience advocate and primary link to business and technology stakeholders.  In this role, you will be responsible for defining and executing a product roadmap for our Service Cloud offering. You will work closely with cross-functional teams including various lines of business, operations, engineering, and design, to deliver a world-class product that meets the needs of our customers.  You’ll also be responsible for collecting business requirements, process definition and system support. You should have experience in program management, customer support, and product ownership. 

You’re excited about this opportunity because you will…

• As a Senior Product Owner, you’ll play a key role in defining and executing our most important customer initiatives
• Use your functional knowledge of business processes as well as your technical knowledge of enterprise software such as Salesforce, Amazon Connect and more to design and scope projects that improve our customer experience and scale our business
• Work closely with stakeholders define features and associated outcomes and key results for several quarters using a roadmap prioritized by business value 
• Work with customer success teams to develop business strategies and ensure successful product launches
• Work closely with cross-functional teams including engineering, design, and customer success to go from idea to that meets the needs of our business
• Accountable for the the creation of epics and readiness of user stories prior to Sprint Planning
• Become an expert in DoorDash support processes such as routing, data collection, feedback, and agent interactions
• Keep DoorDash on the cutting edge by selecting and utilizing the latest and greatest enterprise technology
• Crisply communicate functional and technical requirements across stakeholders, including engineering and operations
• Communicating project status to stakeholders and team members throughout the course of a project.
• Monitor product performance and use data-driven insights to identify areas for improvement
• Ensuring that products are delivered on time, within scope, and within budget. Managing risks and issues related to product development. 

We’re excited about you because…

• 8+ years of experience as a Product Owner or equivalent at a large scale organization
• 5+ years of strong technical experience with Salesforce in a large-scale enterprise environment
• Experience with JIRA for tracking roadmaps and project tickets
• Strong leadership skills with the ability to collaborate and build relationships across organizations, bridge gaps between teams, and successfully influence without authority.
• Experience with agile project management and scrum methodology
• Experience working with technical teams, including engineering managers, developers, systems architects and admins
• Excitement about building and improving team culture and fostering a fun team dynamic, retaining talent, and meshing well into the broader Customer Experience and Business Applications team
• Strong presentation, technical writing, analytical & communication skills
• Strong analytical skills and ability to use data to drive decision-making

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.

Compensation

The location-specific base salary range for this position is listed below.  Compensation in other geographies may vary.

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.  For roles that are available to be filled remotely, base salary is localized according to employee work location.  Please discuss your intended work location with your recruiter for more information.

DoorDash cares about you and your overall well-being, and that’s why we offer a comprehensive benefits package, for full-time employees, that includes healthcare benefits, a 401(k) plan including an employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, paid time off, paid parental leave, and several paid holidays, among others.

In addition to base salary, the compensation package for this role also includes opportunities for equity grants.