Senior Manager, Customer Experience Analytics & AI

Doordashusa; San Francisco (CA); On-site; USD 220,000 - 323,000; Full time

Benefits offered by this job

Equity grants

Comprehensive benefits

Paid time off & sick leave

Job summary

DoorDash is seeking a Senior Manager for Customer Experience Analytics to set the analytical vision for measuring and improving customer resolutions across support channels. You will lead a team of data scientists focused on CX quality and operational cost, uncover opportunities, and guide product and operations improvements with data-driven insights.

You'll establish a clear measurement framework, own strategic insights, and partner with CX, Product, Engineering, and AI/ML teams to drive

Qualifications

• 8+ years in data science, product analytics, consulting, or related field with executive communication skills.
• 3+ years as a people manager building high-performing teams.
• Degree in Math, Statistics, Economics, Computer Science, or similar quantitative field.
• Deep expertise in SQL, experimentation and A/B testing, and statistical analysis.

Responsibilities

• Lead, grow, and develop a team of data scientists with mentorship and career development.
• Set the analytical vision for core support experience and define metrics across channels.
• Uncover opportunities to drive perfect interactions and translate patterns into a prioritized roadmap.
• Inform improvements to teammate tooling and quantify tradeoffs between customer experience and costs.
• Partner with AI/ML teams to measure and improve automated support and evaluate AI-driven resolution quality.
• Drive measurement strategy, experiment design, and success metrics; present findings to senior leadership across CX, Product, Engineering, and Operations.

Skills

Data science

People management

SQL

Experimentation & A/B testing

Statistical analysis

Data pipelines

Cross-functional collaboration

Executive communication

Education

Bachelor's in Mathematics/Statistics/Economics/CS

Job description

DoorDash is seeking a Senior Manager for Customer Experience Analytics to set the analytical vision for measuring and improving customer resolutions across support channels. You will lead a team of data scientists focused on CX quality and operational cost, uncover opportunities, and guide product and operations improvements with data-driven insights.

You'll establish a clear measurement framework, own strategic insights, and partner with CX, Product, Engineering, and AI/ML teams to drive