Business System Analyst

About the Team

As one of DoorDash's core operations teams, Customer Experience & Integrity (CXI) ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and implements DoorDash's automated support solutions, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

DoorDash is looking for a Business Systems Analyst to support the performance, scalability, and ROI effectiveness of our learning and vendor support technology ecosystem. This is a blended role that sits at the intersection of learning analytics, user audits, and vendor technology enablement.

In this role, you will analyze training and operational performance, manage and optimize learning and vendor-facing systems (including LMS and related tools), and translate data into insights that inform CXI leadership and vendor strategy. You will partner closely with vendors, internal stakeholders, and the Manager, CXI Vendor & Tech Management, to ensure systems are reliable, data is accurate, and vendor tech programs scale effectively.

You're excited about this opportunity because you will...

• Measure ROI of vendor technology solutions using adoption, performance, cost, and outcome-based metrics
• Analyze license utilization, usage volumes, and learning demand to validate billing accuracy and identify optimization opportunities
• Proactively communicate complex analyses in clear, plain language; adapting messaging to suit different stakeholder audiences.
• Design and automate reporting on training completion, learning effectiveness, and performance trends
• Develop dashboards and executive-ready reporting that surface vendor tech and learning KPIs
• Analyze large datasets to identify root causes of performance gaps, inefficiencies, and risks
• Track vendor and learning performance from pilot through steady-state adoption to validate value realization
• Respond to a high volume of inquiries to troubleshoot issues related to our learning technology systems and tools. Deliver functional and technical support for other LMS users and administrators
• Ensure data quality and consistency across learning, vendor, and performance reporting
• Support cross-functional initiatives related to vendor technology, learning programs, and systems measurement
• Contribute to standardized metrics and frameworks for evaluating vendor and learning technology investments
• Maintain documentation for metrics definitions, reporting logic, and analytical methodologies

• You have 3+ years of experience in data analysis, QA, or a similar role
• You have experience in HR/Customer Support Analytics
• Experience working with Google Sheets, Excel, and Sigma. SQL experience is a plus!
• You are highly analytical and data-driven in your decision-making process. You are an expert in pulling data from various sources, reading and analyzing data in Excel or Google Sheets, and translating data findings into actionable recommendations
• You are comfortable navigating ambiguity and evolving requirements, using judgment and data to drive clarity and direction
• You are collaborative and know how to develop strong, productive relationships both internally and with our external partners
• You know how to present complex information clearly and concisely with strong written, verbal, and visual communication skills
• You are comfortable in a fast-paced, constantly changing team-oriented environment and are able to manage multiple deadlines simultaneously with strong project management skills
• You have an owner mentality: you're focused on quality, output-driven, proactive, and always pushing yourself to do better
• You can think strategically and recommend solutions to complex problems while also executing many projects and priorities day-to-day
• You find the right balance of data and common sense to problem-solve and think creatively when we have incomplete information