CX Analytics Leader — Elevate Customer Experience

DoorDash USA; United States; Remote; USD 220,000 - 323,000; Full time

Benefits offered by this job

Equity grants

401(k) with employer matching

Paid parental leave (16 weeks)

Wellness benefits

PTO and paid sick leave

Job summary

DoorDash USA is seeking a Senior Manager, Analytics for Customer Experience. You will lead a team of data scientists focused on measuring and improving customer resolutions across support channels, balancing quality with operational cost, and guiding AI-driven enhancements.

You will establish a clear measurement framework, translate findings into strategic roadmaps, and partner with CX, Product, Engineering, Operations, and AI/ML teams to drive impactful outcomes.

Qualifications

• 8+ years of experience in data science, analytics, or related field with executive communication ability.
• 3+ years of people management, building high-performing teams.
• Deep expertise in SQL, experimentation, A/B testing, and statistical analysis (hypothesis testing, regression).
• Strong technical judgment to translate analytics into business decisions.
• Experience with data pipelines and partnerships with data/product engineering.
• Comfort balancing quality and efficiency in CX/Operations contexts.
• Excellent cross-functional communication and stakeholder influence.
• Nice to have: experience measuring AI/LLM or automation-driven products.

Responsibilities

• Set analytical vision for core customer experience resolutions across channels.
• Lead and grow a team of data scientists and analytics professionals.
• Establish measurement framework for resolution quality and cost efficiency.
• Partner with CX, Product, Engineering, Operations, and AI/ML to drive roadmap.
• Design evaluation frameworks for AI-driven support and automation.
• Interface with senior leadership to showcase insights and shape strategy.

Skills

Data science

People management

Experimentation

A/B testing

Statistical analysis

Data pipelines

Technical judgment

Executive communication

AI/ML familiarity

Tools

SQL

Job description

DoorDash USA is seeking a Senior Manager, Analytics for Customer Experience. You will lead a team of data scientists focused on measuring and improving customer resolutions across support channels, balancing quality with operational cost, and guiding AI-driven enhancements.

You will establish a clear measurement framework, translate findings into strategic roadmaps, and partner with CX, Product, Engineering, Operations, and AI/ML teams to drive impactful outcomes.