Senior Analytics Manager, Customer Experience

DoorDash; Sunnyvale (CA); On-site; USD 220,000 - 323,000; Full time

Benefits offered by this job

Equity grants

401(k) with employer matching

Paid parental leave

Wellness benefits

Job summary

DoorDash is seeking a Senior Manager for Customer Experience Analytics in the United States. You will define the analytical vision for measuring and improving customer resolutions across support channels, leading data scientists at the intersection of customer experience quality and operational cost.

You’ll establish metrics, drive strategy, and align with CX, Product, Engineering, Operations, and AI/ML teams.

Qualifications

• 8+ years of experience in data science, product analytics, consulting, or a related field.
• 3+ years of experience as a people manager, with a track record of developing data scientists and building high-performing teams.
• A degree in Math, Statistics, Economics, Computer Science, or a similar quantitative domain.
• Deep expertise in SQL, experimentation and A/B testing, and statistical analysis (e.g. hypothesis testing, regression modeling).

Responsibilities

• Lead, grow, and develop a team of data scientists — providing mentorship, feedback, and clear career development pathways.
• Set the analytical vision for the core support experience, defining what a great customer resolution looks like and building the metrics to measure it across teammate-assisted and AI-driven channels.
• Uncover opportunities to drive perfect interactions, translating patterns in contact and resolution data into a prioritized roadmap for product and operations partners.
• Inform improvements to teammate tooling and workflows, and quantify the tradeoff between customer experience quality and operations cost.
• Partner with AI/ML teams to measure and improve automated support — designing evaluation frameworks for AI resolution quality, deflection, and escalation.
• Drive measurement strategy for the area under scope, setting best practices around experiment design, statistical analysis, and success metrics.
• Interface frequently with senior leadership across CX, Product, Engineering, and Operations to showcase your team's work and shape strategy with data.

Skills

Data science

People management

SQL

A/B testing

Statistics

Data pipelines

Cross-functional communication

AI/ML awareness

Education

Math/Statistics/Economics/CS degree

Job description

DoorDash is seeking a Senior Manager for Customer Experience Analytics in the United States. You will define the analytical vision for measuring and improving customer resolutions across support channels, leading data scientists at the intersection of customer experience quality and operational cost.

You’ll establish metrics, drive strategy, and align with CX, Product, Engineering, Operations, and AI/ML teams.