CX Analytics Manager: Elevate Global Support with Data

DoorDash; Sunnyvale (CA); On-site; USD 184,000 - 271,000; Full time

Benefits offered by this job

401(k) matching

Paid parental leave

Wellness benefits

Medical, dental, and vision

Job summary

DoorDash is seeking a Manager for the Customer Experience Analytics team to define the analytics vision for customer resolutions across our global support network and to lead a team of data scientists. You will partner with CX, Product, Engineering, Operations, and AI/ML to drive improvements in resolution quality and cost efficiency.

You will establish measurement frameworks, own insights, and shape strategy to deliver better outcomes for customers while growing the analytics talent on the team.

Qualifications

• 6+ years of experience in analytics, data science, or a related quantitative field.
• Experience leading and developing data scientists or analysts.
• Strong analytical fundamentals: experimentation, predictive modeling, and metric design.
• Excellent cross-functional partner communication and stakeholder influence.
• Ability to prioritize and focus on high-impact work in a fast-moving environment.
• Nice to have experience measuring AI/LLM or automation-driven products.

Responsibilities

• Set the analytical vision for the core CX experience and define metrics to measure it.
• Lead and grow a team of data scientists across CX, Product, Engineering, Operations and AI/ML.
• Translate data patterns into a prioritized roadmap for product and operations partners.
• Inform improvements to teammate tooling and quantify the impact on quality vs. cost.
• Design evaluation frameworks with AI/ML teams to measure and improve support quality.
• Interface with senior leadership to showcase impact and guide strategy with data.

Skills

Lead a data science team

Analytical vision

Experimentation

Cross-functional partnership

Prioritization

Executive communication

Balancing quality and efficiency

AI/LLM in production (nice to have)

Education

Math/Physics/Statistics/Economics/CS degree

Job description

DoorDash is seeking a Manager for the Customer Experience Analytics team to define the analytics vision for customer resolutions across our global support network and to lead a team of data scientists. You will partner with CX, Product, Engineering, Operations, and AI/ML to drive improvements in resolution quality and cost efficiency.

You will establish measurement frameworks, own insights, and shape strategy to deliver better outcomes for customers while growing the analytics talent on the team.