Manager, Analytics, Customer Experience

About the Role

As a Manager on the Customer Experience Analytics team, you'll set the analytical vision for how DoorDash measures and improves customer resolutions across our global network of support teammates and their interactions with our customers.

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 and informing improvements to teammate tooling that leverages AI-driven resolutions.

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.
• 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 design evaluation frameworks that measure and improve support quality.
• 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

• You have a degree in Math, Physics, Statistics, Economics, Computer Science, or a similar domain
• You have 6+ years of experience in analytics, data science, or a related quantitative field, including experience leading complex, ambiguous work from problem framing through recommendation.
• You have experience managing and developing data scientists or analysts and know how to set a high bar on quality, ownership, and impact.
• You have strong analytical fundamentals, including experimentation, predictive modeling, metric design, and translating data into actionable business decisions.
• You are an excellent cross-functional partner and communicator who can influence stakeholders and tailor your message from working teams to senior leadership.
• You are highly effective at prioritization and know how to focus your team on the highest-impact work in a fast-moving environment.
• Comfort balancing quality and efficiency, ideally in a customer support, operations, marketplace, or service-delivery context.
• 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 Only

• We 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.

$184,300—$271,000 USD

Our Commitment to Diversity and Inclusion

We'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.

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.

If you need any accommodations, please inform your recruiting contact upon initial connection.

We used 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 provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.

The Covey tool has been reviewed by an independent auditor.

Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring - learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash.