Head of Customer Experience Analytics

DoorDash, Inc.; San Francisco (CA); On-site; USD 184,000 - 271,000; Full time

Benefits offered by this job

Equity grants

401(k) plan with employer matching

Paid parental leave

Job summary

DoorDash in San Francisco 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 a team of data scientists at the intersection of customer experience quality and operational cost, defining metrics, driving strategy, and partnering with CX, Product, Engineering, Operations, and AI/ML to deliver measurable improvements.

Qualifications

• Bachelor's or higher in a quantitative field.
• 6+ years in analytics/data science or related field.
• Experience leading data science teams and delivering impact.
• Strong experimentation and metric design skills.
• Excellent cross-functional collaboration and communication.

Responsibilities

• Set analytical vision for customer resolutions and build metrics.
• Lead and grow a team of data scientists.
• Define measurement framework and drive strategy with CX, Product, Eng, Ops, and AI/ML.
• Translate data into actionable business decisions and roadmap.
• Partner with AI/ML teams to design evaluation frameworks.

Skills

Data science leadership

Analytics

Experimentation design

Communication with leadership

Education

Bachelor's degree in a quantitative field

Tools

SQL

Python

ML frameworks

Job description

DoorDash in San Francisco 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 a team of data scientists at the intersection of customer experience quality and operational cost, defining metrics, driving strategy, and partnering with CX, Product, Engineering, Operations, and AI/ML to deliver measurable improvements.