Senior Manager, CX Analytics & Data Science

DoorDash; San Francisco (CA); On-site; USD 194,000 - 323,000; Full time

Benefits offered by this job

Equity grants

Comprehensive benefits

Paid parental leave

Job summary

DoorDash is seeking a Senior Manager for the Customer Experience Analytics team in San Francisco to set the analytical vision for measuring and improving customer resolutions across support channels. You will lead a team of data scientists at the intersection of customer experience quality and cost, uncover opportunities to drive perfect interactions, and shape AI-driven support.

You will partner with CX, Product, Engineering, Operations, and AI/ML to define metrics, build dashboards, and align

Qualifications

• 8+ years of experience in data science, product analytics, consulting, or related field with executive communication skills.
• 3+ years of experience as a people manager.
• A degree in Math, Statistics, Economics, CS, or similar quantitative domain.
• Deep expertise in SQL, experimentation and A/B testing, and statistical analysis.
• Strong technical judgment to lead through technical chops in a business context.
• Experience with data pipelines and partnering with data/product engineers.
• Comfort balancing quality and efficiency in customer support/operations contexts.
• Excellent communication and cross-functional skills; ability to present findings to non-technical audiences.

Responsibilities

• Lead, grow, and develop a team of data scientists with mentorship and career development.
• Set analytical vision for core support experience and define metrics across channels.
• Identify patterns in contact and resolution data to drive a prioritized product/ops roadmap.
• Inform improvements to teammate tooling and workflows; quantify tradeoffs between quality and cost.
• Collaborate with AI/ML teams to measure and improve automated support and AI resolution quality.
• Drive measurement strategy, experiment design, and success metrics across scope.
• Interface with senior leadership to showcase work and shape data-driven strategy.

Skills

Data science

Executive communication

People management

SQL

Experimentation

A/B testing

Statistics

Data pipelines

Cross-functional collaboration

Education

Bachelor's degree in a quantitative field

Job description

DoorDash is seeking a Senior Manager for the Customer Experience Analytics team in San Francisco to set the analytical vision for measuring and improving customer resolutions across support channels. You will lead a team of data scientists at the intersection of customer experience quality and cost, uncover opportunities to drive perfect interactions, and shape AI-driven support.

You will partner with CX, Product, Engineering, Operations, and AI/ML to define metrics, build dashboards, and align