Global CX Analytics Manager — Elevate Customer Resolutions

DoorDash USA; United States; Remote; USD 184,000 - 271,000; Full time

Benefits offered by this job

Equity grants

401(k) plan with employer matching

Paid parental leave

Wellness benefits

Job summary

DoorDash is seeking a Manager on the Customer Experience Analytics team to set the analytical vision for measuring and improving customer resolutions across our global support network. You will lead and grow a team of data scientists at the intersection of customer experience quality and cost, defining metrics and driving strategy with partners across CX, Product, Engineering, Operations, and AI/ML.

This high-visibility role entails building an evaluation framework, guiding experiment design,

Qualifications

• Degree in Math, Physics, Statistics, Economics or Computer Science.
• 6+ years in analytics, data science or a related quantitative field.
• Experience leading data scientists or analysts.
• Strong cross-functional collaboration and communication.

Responsibilities

• Lead, grow, and develop a team of data scientists with mentorship and career development.
• Set the analytical vision for core support experience and define metrics.
• Translate data patterns into a prioritized roadmap for product and operations.
• Inform tooling improvements and measure tradeoffs between quality and cost.
• Partner with AI/ML teams to design evaluation frameworks and success metrics.
• Drive measurement strategy with best practices for experiments and analysis.
• Interface with senior leadership to showcase work and shape strategy.

Skills

Data science leadership

Experimentation

Predictive modeling

Metric design

Cross-functional partner

Communication skills

Education

Math/Physics/Statistics/Economics/CS degree

Job description

DoorDash is seeking a Manager on the Customer Experience Analytics team to set the analytical vision for measuring and improving customer resolutions across our global support network. You will lead and grow a team of data scientists at the intersection of customer experience quality and cost, defining metrics and driving strategy with partners across CX, Product, Engineering, Operations, and AI/ML.

This high-visibility role entails building an evaluation framework, guiding experiment design,