Senior Manager, Customer Experience

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.

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.

• 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

• 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

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We used Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023.  We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144.