Senior Manager, Analytics, Customer Experience

Role Description

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.

Qualifications

• 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.

Benefits

• Comprehensive benefits package including a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and commuter benefits match.
• Paid time off and paid sick leave in compliance with applicable laws.
• Medical, dental, and vision benefits.
• 11 paid holidays.
• Disability and basic life insurance.
• Family-forming assistance and a mental health program.
• Flexible paid time off/vacation for salaried roles, plus 80 hours of paid sick time per year.
• Vacation accrued for hourly roles at about 1 hour for every 25.97 hours worked.

Company Description

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 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.