CX Analytics Lead: Drive Customer Experience

DoorDash; Los Angeles (CA); On-site; USD 220,000 - 323,000; Full time

Benefits offered by this job

401(k) with matching

Paid parental leave 16 weeks

Wellness benefits

Commuter benefits

Paid time off

Paid sick leave

Medical, dental, and vision benefits

11 paid holidays

Disability and life insurance

Family-forming assistance

Mental health program

Job summary

DoorDash seeks a Senior Manager on the Customer Experience Analytics team to set the analytical vision for measuring and improving customer resolutions across our support channels. You will lead and grow a team of data scientists at the intersection of CX quality and cost, shaping AI-driven support and the tools that scale high-quality experiences.

This role partners with CX, Product, Engineering, Operations, and AI/ML to define metrics, run experiments, and drive a data-informed roadmap that

Qualifications

• 8+ years in data science, product analytics, consulting, or related field with executive communication skills.
• 3+ years as a people manager, building high-performing teams.
• Degree in Math, Statistics, Economics, Computer Science, or similar quantitative field.
• Deep expertise in SQL, experimentation and A/B testing, and statistical analysis.
• Strong technical judgment and ability to apply it in a business context.
• Experience with data pipelines and partnering with data and product engineers.
• Comfort balancing quality and efficiency in customer support/context.
• Excellent communication and cross-functional skills; ability to influence decisions.
• Nice to have: experience measuring AI/LLM or automation-driven products.

Responsibilities

• Lead, grow, and develop a team of data scientists — mentorship and career development.
• Set the analytical vision for the core support experience and build measurable metrics.
• Translate patterns in contact and resolution data into a prioritized roadmap for product and operations.
• Inform improvements to teammate tooling and workflows; quantify CX quality vs. costs.
• Partner with AI/ML teams to measure and improve automated support—design evaluation frameworks.
• Drive measurement strategy, experiments, and success metrics across scope.
• Interface with senior leadership to showcase work and shape strategy with data.

Skills

Data science

People management

Executive communication

SQL & statistics

Experimentation & A/B testing

Data pipelines

Cross-functional collaboration

AI/ML measurement

Education

Bachelor's degree in Math/Statistics/CS/Economics

Job description

DoorDash seeks a Senior Manager on the Customer Experience Analytics team to set the analytical vision for measuring and improving customer resolutions across our support channels. You will lead and grow a team of data scientists at the intersection of CX quality and cost, shaping AI-driven support and the tools that scale high-quality experiences.

This role partners with CX, Product, Engineering, Operations, and AI/ML to define metrics, run experiments, and drive a data-informed roadmap that