Director, Customer Experience Strategy & Operations

DoorDash US
San Francisco, New York, Sunnyvale, Ann Arbor, Chicago, Washington, Seattle, Los Angeles
Workplace: HybridFull timeUSD 170,000 - 250,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Stakeholder management","Problem-solving","Team building"]

Lead a cross-functional Customer Experience Strategy & Operations organization, defining operating systems and AI-enabled workflows to scale a global CX program across consumers, Dashers, and marketplace lines. Partner with Product, Engineering, Analytics, Fraud, and other BUs to translate ambiguous customer problems into scalable, data-driven solutions while building high-performing teams.

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DoorDash US
DoorDash US
3 months ago

Director, Customer Experience Strategy & Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead a cross-functional Customer Experience Strategy & Operations organization, defining operating systems and AI-enabled workflows to scale a global CX program across consumers, Dashers, and marketplace lines. Partner with Product, Engineering, Analytics, Fraud, and other BUs to translate ambiguous customer problems into scalable, data-driven solutions while building high-performing teams.
Location: San Francisco, New York, Sunnyvale, Ann Arbor, Chicago, Washington, Seattle, Los Angeles
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Define the vision, metrics, and operating principles for a best-in-class customer experience across consumers, Dashers, and emerging business lines.
  • •Lead a high-impact S&O team responsible for turning defining the customer experience using a multitude of inputs.
  • •Redesign how CX work gets done by combining people, process, product, data, and AI-enabled workflows.
  • •Partner with Product, Engineering, Analytics, Fraud, Marketplace, New Verticals, International, Dasher, and DashPass teams to shape the experience across DoorDash’s most important audiences.
  • •Build and scale new processes, tools, and mechanisms that improve quality, reduce friction, and help teams move faster.

Pay and Benefits

Salary: USD 170,000 - 250,000 annually
Perks:401kMedicalDentalVisionPaid LeaveParental LeaveLife InsuranceWellness Stipend

Key Requirements

  • •10+ years of experience solving complex problems in strategy, operations, product operations, customer experience, marketplace operations, consulting, or a similarly analytical operating role.
Experience:10+ yearsMarketplaceOn-demandLogistics
Education:Bachelor's
Skills:LeadershipCommunicationStakeholder managementProblem-solvingTeam building
Languages:English
Tech Stack:AIAutomationData analyticsCloud

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