CX Analytics Manager: AI-Driven Support Experience

DoorDash, Inc.; New York (NY); On-site; USD 184,000 - 271,000; Full time

Benefits offered by this job

401(k) plan with employer matching

Paid parental leave

Medical, dental, and vision benefits

Job summary

DoorDash is seeking a Manager on the Customer Experience Analytics team to set the analytical vision for measuring and improving customer resolutions across our global network of support teammates and their interactions with customers.

You will lead a team of data scientists at the intersection of customer experience quality and operational cost, uncovering opportunities to drive perfect interactions and inform improvements to teammate tooling with AI-driven resolutions.

Qualifications

• 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 setting 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 from working teams to senior leadership.
• Highly effective at prioritization and focusing on high-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 production.

Responsibilities

• Lead, grow, and develop a team of data scientists with mentorship and clear career paths.
• Set the analytical vision for core support experience and build metrics to measure it.
• Translate patterns in contact and resolution data into a prioritized roadmap for product and operations partners.
• Inform improvements to teammate tooling and workflows and quantify tradeoffs between experience quality and costs.
• Partner with AI/ML teams to design evaluation frameworks that measure and improve support quality.
• Drive measurement strategy, experiment design, and success metrics across the area.
• Interface with senior leadership to showcase work and shape data-driven strategy.

Skills

Leadership

Data science

Analytics

Experimentation

Cross-functional partnering

Education

Math/Stats/CS degree

Job description

DoorDash is seeking a Manager on the Customer Experience Analytics team to set the analytical vision for measuring and improving customer resolutions across our global network of support teammates and their interactions with customers.

You will lead a team of data scientists at the intersection of customer experience quality and operational cost, uncovering opportunities to drive perfect interactions and inform improvements to teammate tooling with AI-driven resolutions.