Director, Customer Experience Strategy & Operations

2 weeks, 4 days ago
Full-time
Executive
Customer and Technical Support
DoorDash

DoorDash

DoorDash empowers small business owners by providing an affordable and convenient platform for local delivery services, primarily focusing on restaurant food delivery.

Air Freight & Logistics
10K-50K
Founded 2012

Description

  • Define the vision, metrics, and operating principles for customer experience across consumers, Dashers, and emerging business lines.
  • Lead a high-performing strategy and operations team focused on turning customer experience inputs into actionable operations.
  • Redesign customer experience work by combining people, process, product, data, and AI-enabled workflows.
  • Partner with Product, Engineering, Analytics, Fraud, Operations, and business leaders to improve the experience across major DoorDash audiences.
  • Set executive-level direction while staying close to data, user journeys, case reviews, and frontline operational realities.
  • Build and scale new processes, tools, and mechanisms that improve quality, reduce friction, and increase team speed.
  • Own a broad portfolio spanning customer experience strategy, support operations, policies and processes, and safety-critical contact handling.
  • Drive cross-functional customer experience initiatives across New Verticals, International, Dasher, Marketplace, and DashPass.

Requirements

  • 10+ years of experience in strategy, operations, product operations, customer experience, marketplace operations, consulting, or a similarly analytical role.
  • Experience using AI, automation, lightweight tooling, or internal apps to solve productivity problems and redesign manual workflows.
  • Experience working in a 24/7 global operations environment.
  • Ability to work effectively in ambiguity and shift between detailed operational work and high-level strategy.
  • Experience collaborating with stakeholders across Product, Operations, and Analytics.
  • Experience building, developing, and raising the bar for high-performing teams.
  • Bachelor’s degree required.
  • MBA or Master’s degree preferred.

Benefits

  • Base salary range of $170,000 to $250,000 USD.
  • Opportunities for equity grants.
  • 401(k) plan with employer matching.
  • 16 weeks of paid parental leave.
  • Medical, dental, and vision coverage.
  • 11 paid holidays.
  • Disability and basic life insurance.
  • Flexible paid time off/vacation for salaried roles, plus 80 hours of paid sick time per year.
  • Wellness benefits, commuter benefits match, and a mental health program.

Interested in this position?

Apply directly on the company website

Apply Now

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