Senior Manager, Analytics, Customer Experience

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.

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.

Responsibilities

• 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.

Requirements

• 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.

Pay

The national base pay range for this position within the United States, including Illinois and Colorado, is $219,700—$323,000 USD. In addition to base salary, the compensation for this role includes opportunities for equity grants.

Benefits

• 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)
• 11 paid holidays
• Medical, dental, and vision benefits
• Disability and basic life insurance
• Family-forming assistance
• Mental health program

Schedule

• 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).