Senior Manager, Customer Experience Analytics

DoorDash; New York (NY); On-site; USD 220,000 - 323,000; Full time

Benefits offered by this job

Equity grants

Health benefits

Paid parental leave

401(k) plan

Job summary

DoorDash’s Customer Experience Analytics team is hiring a Senior Manager to shape how we measure and improve customer resolutions across our support channels. You will lead and grow a data science team at the intersection of customer experience quality and operational cost, guiding AI-driven support initiatives.

This high-visibility role partners with CX, Product, Engineering, Operations, and AI/ML to define metrics, design experiments, and drive data-informed strategy for a better customer

Qualifications

• 8+ years of experience in data science, product analytics, consulting, or a related field.
• 3+ years of experience as a people manager.
• Degree in Math, Statistics, Economics, Computer Science, or similar quantitative field.
• Deep expertise in SQL, experimentation and A/B testing, and statistical analysis (e.g. hypothesis testing, regression modeling).
• Strong technical judgment and ability to apply data skills in a business context.
• Experience with data pipelines and partnering with data/product engineers to build robust foundations.
• Comfort balancing quality and efficiency in customer support, operations, or marketplace contexts.
• Excellent communication and cross-functional influence.

Responsibilities

• Lead, grow, and develop a team of data scientists with mentorship and career development.
• Set the analytical vision for core support experience and build metrics across channels.
• Identify opportunities to drive optimal interactions and translate data patterns into a roadmap for product and operations.
• Inform improvements to teammate tooling and workflows and quantify cost vs quality tradeoffs.
• Partner with AI/ML teams to measure and improve automated support, including evaluation frameworks for AI resolution quality.
• Drive measurement strategy, experiment design, and success metrics across scope.
• Interface with senior leadership to present findings and influence strategic decisions.

Skills

Data science

People management

Executive communication

SQL

Experimentation & A/B testing

Statistical analysis

Data pipelines

Cross-functional collaboration

AI/ML awareness

Education

Math/Statistics/Economics/CS degree

Job description

DoorDash’s Customer Experience Analytics team is hiring a Senior Manager to shape how we measure and improve customer resolutions across our support channels. You will lead and grow a data science team at the intersection of customer experience quality and operational cost, guiding AI-driven support initiatives.

This high-visibility role partners with CX, Product, Engineering, Operations, and AI/ML to define metrics, design experiments, and drive data-informed strategy for a better customer