Director, Customer Experience Strategy & Operations

Doordashusa; San Francisco (CA); On-site; USD 170,000 - 250,000; Full time

Benefits offered by this job

401(k) plan with employer matching

16 weeks of paid parental leave

Wellness benefits

Paid time off and paid sick leave

Medical, dental, and vision benefits

Job summary

Doordashusa is seeking a Director of Customer Experience Strategy & Operations in San Francisco, California. This pivotal role will define the operating systems shaping customer experiences across various business lines. Ideal candidates will have over 10 years of experience in relevant fields and an AI-native mindset.

The position involves leading a team, collaborating with multiple departments, and enhancing operational efficiencies. Competitive salaries, comprehensive benefits, and opportunities for equity grants are offered.

Qualifications

• 10+ years of experience in strategy, operations, or customer experience.
• Experience collaborating with multiple stakeholders from Product to Analytics.
• Comfortable with ambiguity and able to define high-level vision.

Responsibilities

• Define the vision and metrics for customer experience.
• Lead a high-impact team responsible for customer experience.
• Build processes and tools that improve quality and reduce friction.

Skills

Problem-solving

AI-nativity

Collaboration

Data analysis

Education

Bachelor’s Degree

MBA or Master’s Degree

Job description

About the Team

The Customer Experience team serves as a foundational operations pillar at DoorDash, dedicated to resolving friction within the last mile. We architect and oversee an expansive global network of support centers, obsessing over the user journey to ensure every interaction is seamless and reliable. Our mission is to scale a best‑in‑class support infrastructure that advocates for our community and delivers excellence at the lowest level of detail.

About the Role

DoorDash is looking for a Director of Customer Experience Strategy & Operations to define and scale the operating systems that shape how consumers, Dashers, and our broader marketplace experience DoorDash.

This leader will own a broad portfolio across customer experience strategy, support operations, policies and processes, safety‑critical contact handling, and cross‑functional CX initiatives across business lines including New Verticals, International, Dasher, Marketplace, and DashPass. You will lead a high‑performing S&O team, partner deeply with Product, Engineering, Analytics, Fraud, Operations, and senior business leaders, and translate ambiguous customer and operational problems into scalable solutions.

We are especially excited about leaders who bring an AI‑native operating mindset: people who have used AI, automation, lightweight tooling, or internal apps to solve real problems, improve team productivity, and redesign manual workflows. This role is an opportunity to apply that builder mindset at marketplace scale.

You’re excited about this opportunity because you will…

• Define the vision, metrics, and operating principles for a best‑in‑class customer experience across consumers, Dashers, and emerging business lines.
• Lead a high‑impact S&O team responsible for turning defining the customer experience using a multitude of inputs
• Redesign how CX work gets done by combining people, process, product, data, and AI‑enabled workflows.
• Partner with Product, Engineering, Analytics, Fraud, Marketplace, New Verticals, International, Dasher, and DashPass teams to shape the experience across DoorDash’s most important audiences.
• Operate from strategy to lowest‑level detail: setting executive‑level direction while staying close to data, user journeys, case reviews, and frontline operational reality.
• Build and scale new processes, tools, and mechanisms that improve quality, reduce friction, and help teams move faster.

We’re excited about you because…

• You have 10+ years of experience solving complex problems in strategy, operations, product operations, customer experience, marketplace operations, consulting, or a similarly analytical operating role.
• You are an AI‑native operator – you have solved productivity problems and are able to dig into data quickly, and surface insights to translate to action.
• You are energized by working within a 24/7 global operations organization to scale new processes and initiatives.
• You are comfortable with ambiguity and can scale yourself to work on different types of problems – from case reviews to setting high‑level vision and strategy.
• You have experience collaborating with multiple different types of stakeholders – from Product to Operations to Analytics.
• You have built, developed, and raised the bar for high‑performing teams.
• Bachelor’s Degree required; MBA or Master’s Degree a plus.

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job‑related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market‑dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well‑being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family‑forming assistance, and a mental health program, among others.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked; paid sick time accrued at 1 hour for every 30 hours worked.

The national base pay range for this position within the United States, including Illinois and Colorado, is $170,000—$250,000 USD.

Statement of Non‑Discrimination

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. We also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non‑binary or gender non‑conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently‑abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non‑discrimination.

Legal Notice

We used Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21 2023, through December 21 2023. We resumed using Covey Scout for Inbound again on June 29 2024, and ceased using Covey Scout for Inbound on April 30 2026. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed at https://getcovey.com/nyc-local-law-144.