Senior Manager, Customer Experience

DoorDash USA•Los Angeles, CA

1d•$143,400 - $210,900

About The Position

The Senior Manager role will lead the Credit & Refunds (C&R) Resolutions team focused on developing and scaling a cross-functional, AI-integrated compensation decision function that drives both cost savings and growth across support and fraud domains. Day-to-day work centers on setting and executing strategy, leveraging data and AI to optimize outcomes, aligning stakeholders across teams, and managing complex trade-offs between efficiency, customer experience, and long-term innovation. This role requires a strong operator who can navigate ambiguity, break down complex problems, and drive measurable impact across across-functional partners. On a typical day, you might define strategic priorities, analyze performance trends to identify root causes, align stakeholders on a path forward, and translate insights into actionable plans that deliver against business objectives. You will also play a critical role in developing talent, strengthening team capabilities, and building a high-performing organization. Our best Senior Managers are highly strategic and analytical, with strong ownership, excellent judgment, have exceptional interpersonal and relationship-building skills and the ability to influence across all levels of the organization. They are equally comfortable setting vision and rolling up their sleeves to execute, and they consistently put the broader business and customer impact first.

Requirements

8+ years of experience in strategy, management consulting, product, or a related field; experience in support strategy is a plus
A proven track record of leading cross-functional initiatives and delivering results
A strong problem solver who can break down complex, ambiguous challenges and drive solutions
Highly analytical and comfortable using data to inform decisions (e.g., SQL, Excel, or similar tools)
An owner, meaning you take responsibility for outcomes, have experience being in the driver’s seat, and want to define scope and vision from ambiguous problems
Experience managing and developing teams of two or more people, including coaching and building leadership bench
Strong interpersonal and relationship-building skills, with the ability to influence across all levels
A bias for action, are adaptable, and can pivot quickly as new information emerges
Customer-focused and consistently optimize for the best overall business and user outcomes

Nice To Haves

experience in support strategy is a plus

Responsibilities

Shape and drive the strategy and vision of Consumer resolutions and key partnerships, aligning short- and long-term priorities
Drive the strategy for C&R resolutions
Own key business results and present outcomes to leadership, while empowering your team to grow in their careers
Own and lead large-scale, multi-organizational initiatives that drive step-function impact across the business, aligning diverse stakeholders and ensuring end-to-end execution
Break down ambiguous problems, identify root causes, and implement scalable solutions
Partner with cross-functional teams (e.g., Product, Engineering, Analytics, Operations) to drive alignment and results
Use data and insights to identify opportunities, inform decisions, and optimize performance
Communicate effectively with senior leadership, influencing decisions and driving alignment
Build and develop a high-performing team, coaching individuals to grow into next-level roles
Foster an engaging, accountable, and collaborative team environment

Benefits

401(k) plan with employer matching
16 weeks of paid parental leave
wellness benefits
commuter benefits match
paid time off
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
mental health program
flexible paid time off/vacation
80 hours of paid sick time per year