Manager, S&O Customer Experience
DoorDash USA · San Francisco, CA; New York, NY; Chicago, IL; Seattle, WA
About this role
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.
You’re excited about this opportunity because you will…
- 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.
We’re excited about you because…
- 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.
Compensation
The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.
In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes 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). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
To learn more about our benefits, visit our careers page here.
See below for paid time off details:
- For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
- For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
About DoorDash USA
Jobb.ai is an independent skill benchmarking platform. Applications are submitted on the employer's official website.