Manager, Analytics, Customer Experience

About This Role

Managing and growing the analytics team behind the core support experience is the focus of this leadership role. You will set the analytical vision for how DoorDash measures and improves customer resolutions across its global network of support teammates and their interactions with customers. The role involves leading 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.

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
• 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

Requirements

• Degree in Math, Physics, Statistics, Economics, Computer Science, or a similar domain
• 6+ years of experience in analytics, data science, or a related quantitative field, including experience leading complex, ambiguous work from problem framing through recommendation
• Experience managing and developing data scientists or analysts and knowing how to set a high bar on quality, ownership, and impact
• Strong analytical fundamentals, including experimentation, predictive modeling, metric design, and translating data into actionable business decisions
• Excellent cross-functional partner and communicator who can influence stakeholders and tailor your message from working teams to senior leadership
• Highly effective at prioritization and knowing 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

Benefits

• Opportunities for equity grants