About this role
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 experien