Senior Manager, CX Analytics & AI-Driven Support

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

Benefits offered by this job

401(k) matching

Paid parental leave

Wellness benefits

Commuter benefits match

Paid time off

Paid sick time

Medical benefits

Dental benefits

Vision benefits

11 paid holidays

Disability insurance

Life insurance

Family-forming assistance

Mental health program

Job summary

DoorDash is seeking a Senior Manager of Analytics for Customer Experience to define the analytics vision across support resolutions. You will lead data scientists focused on improving customer interactions and balancing operational cost with quality.

You will establish measurement frameworks, align with CX, Product, Engineering, Operations, and AI/ML, and translate data into actionable roadmaps. This is a high-visibility leadership role with a strong focus on impact.

Qualifications

• 8+ years of experience in data science, product analytics, consulting, or related field.
• 3+ years of experience as a people manager with track record of building teams.
• Deep expertise in SQL, experimentation and A/B testing, and statistical methods.
• Strong technical judgment to balance quality and business impact.
• Experience with data pipelines and partnering with engineers to build data foundations.
• Experience in customer support, operations, marketplace, or service-delivery contexts preferred.
• Excellent communication and cross-functional collaboration skills, able to influence leadership.

Responsibilities

• Lead and grow a team of data scientists supporting CX analytics.
• Set analytical vision for core support experience and measure resolution quality.
• Translate data patterns into a prioritized roadmap for product and operations.
• Inform improvements to teammate tooling and workflows while balancing cost and quality.
• Partner with AI/ML teams to evaluate AI-driven support and metrics.
• Drive measurement strategy with experiments and success metrics; report to leadership.

Skills

SQL

Experimentation & A/B testing

Statistical analysis

Data pipelines

Leadership & people management

Cross-functional collaboration

Excellent communication

Job description

DoorDash is seeking a Senior Manager of Analytics for Customer Experience to define the analytics vision across support resolutions. You will lead data scientists focused on improving customer interactions and balancing operational cost with quality.

You will establish measurement frameworks, align with CX, Product, Engineering, Operations, and AI/ML, and translate data into actionable roadmaps. This is a high-visibility leadership role with a strong focus on impact.