Senior Manager, Analytics, Customer Experience

DoorDash US
San Francisco, Sunnyvale, Seattle, New York, Los Angeles, Chicago
Full timeUSD 219,700 - 323,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Mentorship","Communication","Cross-functional collaboration","Technical judgment","Strategic influence"]

Lead the analytics team behind the Customer Experience organization, defining how DoorDash measures and improves customer resolution across support channels. Grow and mentor data scientists while establishing a resolution-quality measurement framework. Translate contact and resolution data into product and operations roadmaps, quantify CX vs. cost tradeoffs, and partner with AI/ML teams to evaluate automated support using experimentation and statistical analysis.

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DoorDash US
DoorDash US
1 day ago

Senior Manager, Analytics, Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead the analytics team behind the Customer Experience organization, defining how DoorDash measures and improves customer resolution across support channels. Grow and mentor data scientists while establishing a resolution-quality measurement framework. Translate contact and resolution data into product and operations roadmaps, quantify CX vs. cost tradeoffs, and partner with AI/ML teams to evaluate automated support using experimentation and statistical analysis.
Location: San Francisco, Sunnyvale, Seattle, New York, Los Angeles, Chicago
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead, grow, and develop a team of data scientists with mentorship, feedback, and career development pathways.
  • •Set the analytical vision for customer resolution quality, defining success metrics across teammate-assisted and AI-driven support channels.
  • •Identify opportunities to improve interactions by translating patterns in contact and resolution data into a prioritized roadmap for product and operations.
  • •Drive measurement strategy and best practices for experiment design, statistical analysis, and success metrics.
  • •Partner with AI/ML teams to evaluate automated support (resolution quality, deflection, and escalation) and shape deployment decisions using data.

Pay and Benefits

Salary: USD 219,700 - 323,000 annually
Equity and Bonus:Equity
Perks:401kPaid ParentalWellness StipendCommuter BenefitsPaid LeaveHealth InsuranceDentalVisionPaid HolidaysDisability InsuranceLife Insurance

Key Requirements

  • •8+ years of experience in data science, product analytics, consulting, or a related field, with executive communication skills to drive business impact.
  • •3+ years of people-management experience, including developing data scientists and building high-performing teams.
  • •A degree in Math, Statistics, Economics, Computer Science, or a similar quantitative domain.
  • •Deep expertise in SQL, experimentation and A/B testing, and statistical analysis (e.g., hypothesis testing, regression modeling).
  • •Experience with data pipelines and partnering with data and product engineers to build robust data foundations.
Experience:Product analyticsData scienceConsultingCustomer experienceAI/ML
Education:
Skills:MentorshipCommunicationCross-functional collaborationTechnical judgmentStrategic influence
Languages:English
Tech Stack:SQLExperimentationA/B testingHypothesis testingRegression modelingData pipelinesAI/MLLLMStatistical analysis

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