Manager, S&O Customer Experience
About The Position
About the Team As one of DoorDash's core operations teams, Customer Experience ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs, manages, and operates DoorDash's large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible. About the Role This role sits within the Customer Experience team and will focus on partnering closely with Product and Engineering to build new, AI-led products that improve how DoorDash support agents handle cases at scale. You’ll help shape and launch tools that assist agents in real time, improve decision-making, and ultimately drive faster, fairer resolutions for consumers. On a typical day, you might translate frontline agent pain points into clear product requirements, collaborate with Product Managers and Engineers to design and test new agent-facing experiences, or analyze performance data to understand how new tools are impacting agent productivity, quality, and customer satisfaction. Alongside helping define product strategy, this role requires diving deep into individual cases and workflows to identify gaps and failure points in real-world usage. You’ll play a key role in guiding product direction by grounding decisions in operational reality and support data. The ideal candidate is a strong Strategy & Operations manager who operates comfortably at the intersection of product development, analytics, and execution. You bring sharp strategic judgment, balance analytical rigor with creative problem-solving, communicate effectively across functions and enjoy working in a 0->1 environment. You’re comfortable navigating ambiguity and rolling up your sleeves to drive complex initiatives from idea through execution.
Requirements
- You have 6+ years of experience in strategy and operations, business operations, product operations, or consulting, experience working closely with Product and Engineering teams and experience in high-growth or 0→1 environments is a plus.
- You thrive in ambiguity and don’t need a playbook to get started. You’re comfortable navigating unclear problem spaces, forming a point of view, and iterating quickly as you learn.
- You have a strong bias toward action and can adapt quickly as new information emerges.
- You’re comfortable getting into the details - reviewing cases, investigating edge scenarios, and doing hands-on analysis to inform strategy and earn trust with cross-functional partners.
- You are a strong analytical thinker who can translate complex datasets into clear insights and actionable recommendations; experience using SQL or similar tools to analyze operational or product data is strongly preferred.
- You have a proven track record of leading cross-functional initiatives , driving projects from idea to execution, and delivering measurable impact in complex, fast-moving organizations.
- You are deeply customer-centric, with an interest in improving real-world experiences for consumers and the frontline agents who support them, and are comfortable partnering with stakeholders across a wide range of functions and backgrounds.
Responsibilities
- Strategize – Help define the strategy for agent-facing tooling within Consumer Experience, with a focus on AI-led products that improve agent productivity, decision-making, and case resolution quality.
- Analyze – Dive deep into case-level data, workflows, and agent behavior to identify root causes, uncover failure modes, and measure the impact of new tools on productivity, quality, and customer satisfaction.
- Experiment – Use data-driven decision-making to design, test, and iterate on new agent workflows and AI-powered features in partnership with Product and Engineering.
- Influence – Work cross-functionally with Product, Engineering, Analytics, and Operations to ensure CX needs are represented in product development and that solutions are grounded in operational reality.
- Build – Support the launch and scaling of new agent-facing products by helping translate product designs into operationally viable solutions adopted across a global support organization.
Benefits
- a 401(k) plan with employer matching
- 16 weeks of paid parental leave
- wellness benefits
- commuter benefits match
- paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
- medical, dental, and vision benefits
- 11 paid holidays
- disability and basic life insurance
- family-forming assistance
- a mental health program
- flexible paid time off/vacation, plus 80 hours of paid sick time per year
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
