Director, Customer Experience Strategy & Operations

DoorDash USA; United States; Hybrid; 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 sick leave

Medical, dental, and vision benefits

Job summary

DoorDash USA is seeking a Director of Customer Experience Strategy & Operations to drive customer satisfaction and operational excellence across multiple business lines. This leadership role involves defining strategies to enhance user experiences and collaboration across teams including Product, Engineering, and Analytics.

The ideal candidate will have over 10 years of experience in strategic roles, understanding AI-driven solutions to enhance operational workflows. Opportunities for equity and a comprehensive benefits package are included.

Qualifications

• 10+ years of experience in strategy, operations or customer experience.
• Experience within a global operations organization is preferred.
• Ability to work with ambiguity and scale problem-solving.

Responsibilities

• Define vision and metrics for customer experience.
• Lead high-impact team to improve customer journey.
• Structure processes combining AI and product insights.

Skills

Problem-solving

AI knowledge

Collaboration

Analytical thinking

Team leadership

Education

Bachelor’s Degree

MBA or Master’s Degree

Job description

Director, Customer Experience Strategy & Operations

San Francisco, CA; New York, NY; Tempe, AZ; Sunnyvale, CA; Ann Arbor, MI; Chicago, IL; Washington, DC; Seattle, WA; Los Angeles, CA

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 offers a comprehensive benefits package to all regular employees, including 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). The package also includes medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family‑forming assistance, and a mental health program, among others.

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 (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

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

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door‑to‑door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well‑being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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. Above and beyond discrimination and harassment based on “protected categories,” 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.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.