Director, Customer Experience Strategy & Operations
About The Position
The Customer Experience team serves as a foundational operations pillar at DoorDash, dedicated to resolving friction within the last mile. We architect and oversee an expansive global network of support centers, obsessing over the user journey to ensure every interaction is seamless and reliable. Our mission is to scale a best-in-class support infrastructure that advocates for our community and delivers excellence at the lowest level of detail. DoorDash is looking for a Director of Customer Experience Strategy & Operations to define and scale the operating systems that shape how consumers, Dashers, and our broader marketplace experience DoorDash. This leader will own a broad portfolio across customer experience strategy, support operations, policies and processes, safety-critical contact handling, and cross-functional CX initiatives across business lines including New Verticals, International, Dasher, Marketplace, and DashPass. You will lead a high-performing S&O team, partner deeply with Product, Engineering, Analytics, Fraud, Operations, and senior business leaders, and translate ambiguous customer and operational problems into scalable solutions. We are especially excited about leaders who bring an AI-native operating mindset: people who have used AI, automation, lightweight tooling, or internal apps to solve real problems, improve team productivity, and redesign manual workflows. This role is an opportunity to apply that builder mindset at marketplace scale.
Requirements
- 10+ years of experience solving complex problems in strategy, operations, product operations, customer experience, marketplace operations, consulting, or a similarly analytical operating role.
- AI-native operator - you have solved productivity problems and are able to dig into data quickly, and surface insights to translate to action
- Energized by working within a 24/7 global operations organization to scale new processes and initiatives
- Comfortable with ambiguity and can scale yourself to work on different types of problems - from case reviews to setting high level vision and strategy
- Experience collaborating with multiple different types of stakeholders - from Product to Operations to Analytics
- Built, developed, and raised the bar for high-performing teams.
- Bachelor’s Degree required
Nice To Haves
- MBA or Master’s Degree a plus
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.
- Operate from strategy to lowest-level detail: setting executive-level direction while staying close to data, user journeys, case reviews, and frontline operational reality.
- Build and scale new processes, tools, and mechanisms that improve quality, reduce friction, and help teams move faster.
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- wellness benefits
- commuter benefits match
- paid time off
- paid sick leave
- medical, dental, and vision benefits
- 11 paid holidays
- disability and basic life insurance
- family-forming assistance
- mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Director
