CX Analytics Manager - Elevate Global Support

DoorDash USA; San Francisco (CA); On-site; USD 184,000 - 271,000; Full time

Benefits offered by this job

401(k) with employer matching

Paid parental leave

Wellness benefits

Commuter benefits match

Paid time off

Job summary

DoorDash is seeking a Manager for the Customer Experience Analytics team. You will set the analytical vision for measuring and improving customer resolutions across our global support network, leading data scientists, and partnering with CX, Product, Engineering, Operations, and AI/ML to turn insights into action.

You will establish metrics for resolution quality, drive a data-driven roadmap, and balance quality with cost, while mentoring a growing team in a high-visibility role.

Qualifications

• Bachelor’s degree in Math, Physics, Statistics, Economics, CS or a related field.
• 6+ years of experience in analytics, data science, or a related field, with leadership.
• Experience managing data scientists or analysts, driving quality and impact.

Responsibilities

• Lead, grow, and develop a team of data scientists.
• Set the analytical vision for the core support experience and define metrics.
• Uncover opportunities to drive perfect interactions and translate data into a roadmap.
• Inform improvements to teammate tooling and quantify tradeoffs between quality and cost.
• Partner with AI/ML teams to design evaluation frameworks for support quality.
• Drive measurement strategy, experiment design, and success metrics.
• Interface with senior leadership across CX, Product, Engineering, and Operations.

Skills

People leadership

Analytics leadership

Cross-functional collaboration

Experimental design

Statistical analysis

AI/ML collaboration

Stakeholder communication

Education

Bachelor’s degree in Math/Physics/Statistics/Economics/CS

Job description

DoorDash is seeking a Manager for the Customer Experience Analytics team. You will set the analytical vision for measuring and improving customer resolutions across our global support network, leading data scientists, and partnering with CX, Product, Engineering, Operations, and AI/ML to turn insights into action.

You will establish metrics for resolution quality, drive a data-driven roadmap, and balance quality with cost, while mentoring a growing team in a high-visibility role.