Senior Manager, Customer Experience
DoorDash · NAMER
- Hybrid
- Full-time
- $175,000 / year
- NAMER
Job highlights
- Lead Credit & Refunds Resolutions team.
- Develop AI-integrated compensation decisions.
- Drive cost savings and growth.
- Set strategy and manage complex trade-offs.
- Build and develop a high-performing team.
About the 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
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.
You’re Excited About This Opportunity Because You Will…
- 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
We’re Excited About You Because…
- You have 8+ years of experience in strategy, management consulting, product, or a related field; experience in support strategy is a plus
- You have a proven track record of leading cross-functional initiatives and delivering results
- You are a strong problem solver who can break down complex, ambiguous challenges and drive solutions
- You are highly analytical and comfortable using data to inform decisions (e.g., SQL, Excel, or similar tools)
- You are 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
- You have experience managing and developing teams of two or more people, including coaching and building leadership bench
- You have strong interpersonal and relationship-building skills, with the ability to influence across all levels
- You have a bias for action, are adaptable, and can pivot quickly as new information emerges
- You are customer-focused and consistently optimize for the best overall business and user outcomes
Key skills/competency
- Customer Experience Management
- Team Leadership
- Strategic Planning
- Cross-functional Collaboration
- Data Analysis
- Problem Solving
- AI Integration
- Business Operations
- Stakeholder Management
- Performance Optimization
Skills & topics
- Customer Experience
- Senior Manager
- DoorDash
- Operations Management
- Strategy
- AI
- Data Analysis
- Team Leadership
- Cross-functional
- Problem Solving
- SQL
- Consulting
- Product Management
- Credit & Refunds
- Compensation Decisions
How to get hired
- Tailor your resume: Highlight experience in strategy, consulting, product, and support strategy, emphasizing cross-functional leadership and data analysis.
- Showcase problem-solving: Detail how you break down complex, ambiguous challenges and drive scalable solutions in your application.
- Quantify achievements: Use data and metrics to demonstrate impact on cost savings, growth, and customer experience.
- Emphasize leadership: Provide examples of managing and developing teams, coaching talent, and influencing stakeholders.
- Prepare for interviews: Be ready to discuss strategic vision, operational execution, and customer-centric decision-making.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the typical career path for a Senior Manager in Customer Experience at DoorDash?
- The Senior Manager, Customer Experience role at DoorDash offers a significant opportunity for growth. With your success in leading the Credit & Refunds Resolutions team and driving strategic initiatives, potential career paths could include moving into Director-level roles within Customer Experience, expanding into broader operational leadership, or transitioning into product or strategy roles that leverage your analytical and problem-solving skills. Your experience in managing cross-functional projects and developing talent will be highly valuable for advancing within DoorDash's rapidly growing environment.
- How does DoorDash utilize AI in its Customer Experience operations for this role?
- DoorDash is integrating AI into its Customer Experience operations, particularly within the Credit & Refunds (C&R) Resolutions team. As Senior Manager, you will be instrumental in developing and scaling a cross-functional, AI-integrated compensation decision function. This means leveraging AI to optimize decision-making for refunds and credits, aiming for both cost savings and improved customer satisfaction. Your role will involve understanding how AI models work, ensuring they align with business objectives, and driving their adoption and continuous improvement.
- What kind of data analysis skills are essential for the Senior Manager, Customer Experience position at DoorDash?
- The Senior Manager role at DoorDash requires strong analytical skills to leverage data for decision-making and performance optimization. You should be comfortable using tools like SQL and Excel to analyze performance trends, identify root causes of issues, and measure the impact of implemented solutions. Proficiency in translating data insights into actionable plans and communicating these findings to senior leadership is crucial for success in this position.
- How does DoorDash approach employee development and team building for its Senior Managers?
- DoorDash is committed to fostering a high-performing and engaged team environment. As a Senior Manager, you will play a critical role in developing talent, strengthening team capabilities, and building a high-performing organization. This includes coaching individuals to grow into next-level roles, building a leadership bench, and fostering an engaging, accountable, and collaborative team culture. The company also offers opportunities for career advancement and provides resources to support employee well-being and development.
- What are the key responsibilities of the Senior Manager, Customer Experience at DoorDash, specifically regarding strategy?
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