Director, AI-Driven Global CX Strategy & Operations

DoorDash; Washington (District of Columbia); On-site; USD 170,000 - 250,000; Full time

Benefits offered by this job

401(k) with employer matching

Paid parental leave

Wellness benefits

Commuter benefits match

Paid time off

Medical, dental, vision

Job summary

DoorDash is seeking a Director of Customer Experience Strategy & Operations to define and scale operating systems shaping the consumer, Dasher, and marketplace experience. Lead a senior S&O team, partnering with Product, Engineering, Analytics, Fraud, and other teams to deliver scalable CX solutions.

The role emphasizes an AI-native mindset and redesigning workflows for efficiency and scale across a 24/7 global operations footprint. Base pay includes equity; benefits are extensive.

Qualifications

• 10+ years solving complex problems in strategy and operations.
• AI-native operator with data-driven insights.
• Experience leading a 24/7 global operations organization.
• Comfortable with ambiguity and scaling across problems.
• Experience collaborating with multiple stakeholders (Product, Operations, Analytics).
• Built, developed, and raised the bar for high-performing teams.
• Bachelor’s degree required; MBA or Master’s degree a plus.

Responsibilities

• Define the vision, metrics, and operating principles for a best‑in‑class CX across consumers, Dashers, and new lines.
• Lead a high‑impact S&O team responsible for shaping CX strategy.
• Redesign CX work by combining people, process, product, data, and AI workflows.
• Partner with Product, Engineering, Analytics, Fraud, Operations, and marketplace teams.
• Operate from strategy to frontline detail with data and user journeys.
• Build and scale new processes and tools to improve quality and speed.

Skills

Strategy

Operations

AI-native

Analytics

Leadership

Cross-functional

Data-driven

Global operations

Team leadership

Education

Bachelor's degree

MBA

Job description

DoorDash is seeking a Director of Customer Experience Strategy & Operations to define and scale operating systems shaping the consumer, Dasher, and marketplace experience. Lead a senior S&O team, partnering with Product, Engineering, Analytics, Fraud, and other teams to deliver scalable CX solutions.

The role emphasizes an AI-native mindset and redesigning workflows for efficiency and scale across a 24/7 global operations footprint. Base pay includes equity; benefits are extensive.