Director, Customer Experience 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

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.

Responsibilities

• 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.

Qualifications

• 10+ years of experience solving complex problems in strategy, operations, product operations, customer experience, marketplace operations, consulting, or a similarly analytical operating role.
• AI‑native operator – solved productivity problems and can dig into data quickly, surface insights, and translate to action.
• Enthusiastic about working within a 24/7 global operations organization to scale new processes and initiatives.
• Comfortable with ambiguity and can scale yourself to work on different types of problems – from case reviews to setting high‑level vision and strategy.
• Experience collaborating with multiple stakeholders – from Product to Operations to Analytics.
• 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. DoorDash offers a comprehensive benefits package to all regular employees, including 401(k) with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off, paid sick leave, medical, dental, vision, 11 paid holidays, disability and basic life insurance, family‑forming assistance, and a mental health program.

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

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 (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).

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 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.