Senior Manager, Analytics, Customer Experience
DoorDash, Inc.
- Senior Manager, Analytics, Customer ExperienceApply To JobJob ID: **3313445**DoorDash, Inc.San Francisco, CA; Sunnyvale, CA; Seattle, WA; New York, NY; Los Angeles, CA; Chicago, IL## **About the Team**The Customer Experience team serves as a foundational operations pillar at DoorDash, dedicated to resolving friction within the last mile. We architect and oversee an expansive global network of support centers — spanning both teammate-assisted and AI-driven support — obsessing over the user journey to ensure every interaction is seamless and reliable. As the analytics team, our mission is to make every support interaction measurably better: we define what a great resolution looks like, quantify where we fall short, and turn that into a roadmap for product, operations, and AI/ML partners. We are looking for a Senior Manager to lead and grow the analytics team behind our core support experience.## **About the Role**As a Senior Manager on the Customer Experience Analytics team, you'll set the analytical vision for how DoorDash measures and improves customer resolutions across our support channels. You'll lead and grow a team of data scientists working at the intersection of customer experience quality and operational cost — uncovering opportunities to drive perfect interactions, informing improvements to teammate tooling, and shaping how we deploy and evaluate AI-driven support. You'll establish a clear measurement framework for resolution quality, own insights to drive strategy and roadmap, and align partners across CX, Product, Engineering, Operations, and AI/ML. This is a high-visibility leadership role: success means better outcomes for customers, a more effective support organization, and a team of data scientists who are growing in their craft.## **You're excited about this opportunity because you will...*** Lead, grow, and develop a team of data scientists — providing mentorship, feedback, and clear career development pathways.* Set the analytical vision for the core support experience, defining what a great customer resolution looks like and building the metrics to measure it across teammate-assisted and AI-driven channels.* Uncover opportunities to drive perfect interactions, translating patterns in contact and resolution data into a prioritized roadmap for product and operations partners.* Inform improvements to teammate tooling and workflows, and quantify the tradeoff between customer experience quality and operations cost.* Partner with AI/ML teams to measure and improve automated support — designing evaluation frameworks for AI resolution quality, deflection, and escalation.* Drive measurement strategy for the area under scope, setting best practices around experiment design, statistical analysis, and success metrics.* Interface frequently with senior leadership across CX, Product, Engineering, and Operations to showcase your team's work and shape strategy with data.## **We're excited about you because you have...*** 8+ years of experience in data science, product analytics, consulting, or a related field, with the executive communication skills required to translate data into business impact.* 3+ years of experience as a people manager, with a track record of developing data scientists and building high-performing teams.* A degree in Math, Statistics, Economics, Computer Science, or a similar quantitative domain.* Deep expertise in SQL, experimentation and A/B testing, and statistical analysis (e.g. hypothesis testing, regression modeling).* Strong technical judgment — the ability to lead through your technical chops and apply them appropriately in a business context.* Experience with data pipelines and partnering with data and product engineers to build robust data foundations.* Comfort balancing quality and efficiency, ideally in a customer support, operations, marketplace, or service-delivery context.* Excellent communication and cross-functional skills, including the ability to present complex findings to non-technical audiences and influence strategic decisions.* Nice to have: experience measuring AI, LLM, or automation-driven products in a production setting.Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC OnlyWe use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey**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).The national base pay range for this position within the United States, including Illinois and Colorado.$219,700—$323,000 USD## About DoorDashAt 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 InclusionWe’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.**
- J-18808-Ljbffr DoorDash, Inc.
Vacancy posted 2 days ago
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