Head of CX Analytics & AI-Driven Support

DoorDash; Chicago (IL); On-site; USD 220,000 - 323,000; Full time

Job summary

DoorDash is seeking a Senior Manager on the Customer Experience Analytics team to set the analytical vision for measuring and improving customer resolutions across our support channels. You will lead and grow a team of data scientists at the intersection of customer experience quality and cost, shaping how we deploy AI-driven support.

You will establish measurement frameworks, own insights for strategy and roadmap, and partner across CX, Product, Engineering, Operations and AI/ML to drive better

Qualifications

• 8+ years in data science or analytics with executive communication.
• 3+ years leading teams of data scientists.
• Degree in Math, Statistics, Economics, CS, or similar.
• Strong SQL, experimentation, and statistical analysis.
• Experience with data pipelines and partnering with engineers.

Responsibilities

• Set analytical vision for customer resolution metrics.
• Lead and grow a data science team.
• Define success metrics and measurement frameworks.
• Collaborate with CX, Product, Engineering, and AI/ML.
• Evaluate AI-driven support and experimentation.

Skills

Data science

Product analytics

Executive communication

People leadership

Hypothesis testing

Experimentation

Data storytelling

Cross-functional collaboration

Education

Bachelor's degree in Math/Statistics/Economics/CS

Tools

SQL

Python

Job description

DoorDash is seeking a Senior Manager on the Customer Experience Analytics team to set the analytical vision for measuring and improving customer resolutions across our support channels. You will lead and grow a team of data scientists at the intersection of customer experience quality and cost, shaping how we deploy AI-driven support.

You will establish measurement frameworks, own insights for strategy and roadmap, and partner across CX, Product, Engineering, Operations and AI/ML to drive better