Director, CX Analytics & Insights

DoorDash; Chicago (IL); On-site; USD 184,000 - 271,000; Full time

Benefits offered by this job

401(k) with employer matching

Paid parental leave

Wellness benefits

Commuter benefits match

Paid time off

Job summary

DoorDash is seeking a Manager for the Customer Experience Analytics team to set the vision for how we measure and improve customer resolutions across our global support network. You will lead data scientists at the intersection of customer experience quality and operational cost, driving a roadmap that informs product, operations, and AI/ML improvements.

You will partner with CX, Product, Eng, and Operations, establishing frameworks for experimentation, metrics, and stakeholder communication to

Qualifications

• Bachelor's degree in Math, Physics, Statistics, Economics, CS, or a related field.
• 6+ years in analytics or data science and experience leading teams.
• Experience managing and developing data scientists; strong ownership and impact.
• Strong experimentation, predictive modeling, and metrics design skills.
• Excellent cross-functional communication and stakeholder influence.
• Prioritize high-impact work in fast-moving environments.
• Nice to have: experience measuring AI/LLM or automation products.

Responsibilities

• Lead and grow a team of data scientists focused on customer experience quality and operational cost.
• Set the analytical vision for measuring and improving resolutions across the global support network.
• Define metrics and frameworks; translate data into a prioritized roadmap for product and operations partners.
• Collaborate with AI/ML teams to design evaluation frameworks for support quality.
• Interface with senior leadership to showcase impact and shape strategy with data.
• Drive best practices around experiment design, analysis, and success metrics.

Skills

Team leadership

Statistical analysis

Experiment design

Cross-functional partnering

Communication

Education

Math/Physics/Statistics/Economics/CS degree

Tools

Python

SQL

R

ML tools

Job description

DoorDash is seeking a Manager for the Customer Experience Analytics team to set the vision for how we measure and improve customer resolutions across our global support network. You will lead data scientists at the intersection of customer experience quality and operational cost, driving a roadmap that informs product, operations, and AI/ML improvements.

You will partner with CX, Product, Eng, and Operations, establishing frameworks for experimentation, metrics, and stakeholder communication to