Senior Manager, Customer Experience

DoorDash; Seattle (WA); On-site; USD 143,400 - 210,900; Full time

Benefits offered by this job

401(k) plan with employer matching

16 weeks of paid parental leave

Wellness benefits

Paid time off

Medical, dental, and vision benefits

Job summary

DoorDash is seeking a Senior Manager in Seattle to lead the Credit & Refunds team. This role focuses on developing AI-integrated compensation strategies to enhance customer experience and drive efficiency across operations.

The ideal candidate will possess 8+ years of relevant experience, strong problem-solving skills, and the ability to manage and develop high-performing teams. The position offers a competitive salary and a comprehensive benefits package.

Qualifications

• Experience leading cross-functional initiatives.
• Ability to analyze performance trends.
• Experience managing teams of two or more people.

Responsibilities

• Define strategic priorities and optimize outcomes.
• Lead large-scale initiatives across the business.
• Communicate effectively with senior leadership.

Skills

Strategy

Cross-functional leadership

Data analysis

Problem-solving

Team management

Interpersonal skills

Education

8+ years in strategy, management consulting, or related field

Tools

SQL

Excel

Job description

About The Team

As one of DoorDash's core operations teams, Customer Experience, ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About The Role

The Senior Manager role will lead the Credit & Refunds (C&R) Resolutions team focused on developing and scaling a cross-functional, AI-integrated compensation decision function that drives both cost savings and growth across support and fraud domains. Day-to-day work centers on setting and executing strategy, leveraging data and AI to optimize outcomes, aligning stakeholders across teams, and managing complex trade-offs between efficiency, customer experience, and long-term innovation.

On a typical day, you might define strategic priorities, analyze performance trends to identify root causes, align stakeholders on a path forward, and translate insights into actionable plans that deliver against business objectives. You will also play a critical role in developing talent, strengthening team capabilities, and building a high‑performing organization.

You’re Excited About This Opportunity Because You Will…

• Shape and drive the strategy and vision of Consumer resolutions and key partnerships, aligning short- and long-term priorities
• Drive the strategy for C&R resolutions
• Own key business results and present outcomes to leadership, while empowering your team to grow in their careers
• Own and lead large-scale, multi-organizational initiatives that drive step-function impact across the business, aligning diverse stakeholders and ensuring end-to-end execution
• Break down ambiguous problems, identify root causes, and implement scalable solutions
• Partner with cross-functional teams (e.g., Product, Engineering, Analytics, Operations) to drive alignment and results
• Use data and insights to identify opportunities, inform decisions, and optimize performance
• Communicate effectively with senior leadership, influencing decisions and driving alignment
• Build and develop a high-performing team, coaching individuals to grow into next-level roles
• Foster an engaging, accountable, and collaborative team environment

We’re Excited About You Because…

• You have 8+ years of experience in strategy, management consulting, product, or a related field; experience in support strategy is a plus
• You have a proven track record of leading cross-functional initiatives and delivering results
• You are a strong problem solver who can break down complex, ambiguous challenges and drive solutions
• You are highly analytical and comfortable using data to inform decisions (e.g., SQL, Excel, or similar tools)
• You are an owner, meaning you take responsibility for outcomes, have experience being in the driver’s seat, and want to define scope and vision from ambiguous problems
• You have experience managing and developing teams of two or more people, including coaching and building leadership bench
• You have strong interpersonal and relationship-building skills, with the ability to influence across all levels
• You have a bias for action, are adaptable, and can pivot quickly as new information emerges
• You are customer-focused and consistently optimize for the best overall business and user outcomes

We expect this position to be filled by 8/2/26.

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants.

DoorDash cares about you and your overall well‑being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family‑forming assistance, and a mental health program, among others.

Paid Time Off Details

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

National base pay range for this position within the United States, including Illinois and Colorado: $143,400—$210,900 USD.

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door‑to‑door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well‑being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Statement of Non-Discrimination

In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.