Senior Manager, Customer Experience

About The Team

As one of DoorDash's core operations teams, Customer Experience, ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About The Role

The Senior Manager role will lead the Credit & Refunds (C&R) Resolutions team focused on developing and scaling a cross-functional, AI-integrated compensation decision function that drives both cost savings and growth across support and fraud domains. Day-to-day work centers on setting and executing strategy, leveraging data and AI to optimize outcomes, aligning stakeholders across teams, and managing complex trade-offs between efficiency, customer experience, and long-term innovation. This role requires a strong operator who can navigate ambiguity, break down complex problems, and drive measurable impact across across-functional partners.

Responsibilities

• Shape and drive the strategy and vision of Consumer resolutions and key partnerships, aligning short- and long-term priorities
• Own key business results and present outcomes to leadership, while empowering your team to grow in their careers
• Own and lead large-scale, multi-organizational initiatives that drive step-function impact across the business, aligning diverse stakeholders and ensuring end-to-end execution
• Break down ambiguous problems, identify root causes, and implement scalable solutions
• Partner with cross-functional teams (e.g., Product, Engineering, Analytics, Operations) to drive alignment and results
• Use data and insights to identify opportunities, inform decisions, and optimize performance
• Communicate effectively with senior leadership, influencing decisions and driving alignment
• Build and develop a high-performing team, coaching individuals to grow into next-level roles
• Foster an engaging, accountable, and collaborative team environment

Requirements

• 8+ years of experience in strategy, management consulting, product, or a related field; experience in support strategy is a plus
• A proven track record of leading cross-functional initiatives and delivering results
• A strong problem solver who can break down complex, ambiguous challenges and drive solutions
• A highly analytical individual with comfort using data to inform decisions (e.g., SQL, Excel, or similar tools)
• An owner, meaning you take responsibility for outcomes, have experience being in the driver’s seat, and want to define scope and vision from ambiguous problems
• Experience managing and developing teams of two or more people, including coaching and building leadership bench
• Strong interpersonal and relationship-building skills, with the ability to influence across all levels
• A bias for action, adaptable, and able to pivot quickly as new information emerges
• A customer-focused individual who consistently optimizes for the best overall business and user outcomes

Qualifications

• Education: Bachelor's degree or equivalent experience
• Experience: 8+ years of relevant experience
• Technical Skills: Proficiency in SQL, Excel, or similar tools

Skills

• Strategic Thinking
• Data Analysis
• Team Leadership
• Problem Solving
• Customer Focus

Benefits

DoorDash offers a comprehensive benefits package to all regular employees, including:

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

Pay

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.

Application Instructions

To apply, please visit our careers page and follow the instructions provided.