Manager, Analytics, Customer Experience

DoorDash US
San Francisco, Sunnyvale, Seattle, New York, Chicago, Austin
Workplace: OnsiteFull timeUSD 184,300 - 271,000Function: Customer Success & Account ManagementExperience: 6+ yearsEducation: bachelorsSkills: ["Leadership","Mentorship","Cross-functional communication","Prioritization","Stakeholder management","Analytical thinking"]

Lead and grow the Customer Experience Analytics team to measurably improve last-mile customer resolutions. You’ll set the analytical vision and measurement framework for resolution quality, uncover patterns in contact and resolution data, and translate findings into a roadmap for product and operations. Partner with AI/ML teams to evaluate support quality, run experimentation and statistical analysis, and drive insights to senior CX, Engineering, and Operations stakeholders.

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DoorDash US
DoorDash US
14 hours ago

Manager, Analytics, Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead and grow the Customer Experience Analytics team to measurably improve last-mile customer resolutions. You’ll set the analytical vision and measurement framework for resolution quality, uncover patterns in contact and resolution data, and translate findings into a roadmap for product and operations. Partner with AI/ML teams to evaluate support quality, run experimentation and statistical analysis, and drive insights to senior CX, Engineering, and Operations stakeholders.
Location: San Francisco, Sunnyvale, Seattle, New York, Chicago, Austin
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, grow, and develop a team of data scientists through mentorship, feedback, and career development pathways.
  • •Define what a great customer resolution looks like and build the metrics to measure resolution quality.
  • •Translate patterns in contact and resolution data into a prioritized roadmap for product and operations partners.
  • •Quantify the tradeoff between customer experience quality and operations cost, informing improvements to teammate tooling and workflows.
  • •Partner with AI/ML teams to design evaluation frameworks and drive measurement strategy using best practices in experiment design and statistical analysis.

Pay and Benefits

Salary: USD 184,300 - 271,000
Perks:401kPaid ParentalWellness StipendCommuter BenefitsPaid LeaveHealth InsuranceDentalVisionPaid HolidaysDisability InsuranceLife Insurance

Key Requirements

  • •Degree in Math, Physics, Statistics, Economics, Computer Science, or a similar domain.
  • •6+ years of experience in analytics, data science, or a related quantitative field, including leading complex work from problem framing through recommendations.
  • •Experience managing and developing data scientists or analysts, with a track record of setting high standards for quality, ownership, and impact.
  • •Strong analytical fundamentals, including experimentation, predictive modeling, metric design, and turning data into actionable business decisions.
  • •Excellent cross-functional communication and influence across working teams and senior leadership, with strong prioritization skills.
Experience:6+ years
Education:Bachelor's
Skills:LeadershipMentorshipCross-functional communicationPrioritizationStakeholder managementAnalytical thinking
Tech Stack:AI/MLLLMExperimentationPredictive modelingStatistical analysisMetric design

Company Brief

DoorDash US
On-demand logistics platform connecting consumers with local restaurants, grocers, and retailers for food delivery, pickup, and convenience services. Operates a marketplace and last-mile delivery network while offering tools and analytics for merchants and couriers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2013
WebsiteLinkedIn