Senior Manager, Customer Experience

About the role

The USA will lead the design, management, and operation of support centers that form a critical component of the last mile journey. This role owns the strategy and execution for the Credit & Refunds (C&R) Resolutions team, ensuring that customer issues are resolved efficiently and effectively. You will leverage data, AI, and cross-functional collaboration to optimize both customer satisfaction and operational performance. The position requires navigating ambiguity and driving measurable impact across support and fraud domains. You will translate strategic priorities into actionable plans while developing talent and strengthening team capabilities. This role is responsible for aligning stakeholders and balancing trade-offs between efficiency, experience, and innovation. Ultimately, you will ensure that when there are bumps in the last mile, DoorDash delivers an outstanding customer experience as reliably as possible.

Key facts

What you'll do

Define and drive the strategy and vision for Consumer resolutions, aligning short- and long-term priorities with key partners.

Own the strategy for C&R resolutions, leveraging data and AI to optimize outcomes across support and fraud domains.

Own key business results and present outcomes to leadership, while empowering your team to grow in their careers and capabilities.

Lead large-scale, multi-organizational initiatives that deliver step-function impact, coordinating diverse stakeholders and ensuring end-to-end execution.

Break down ambiguous problems, identify root causes, and implement scalable solutions that address systemic issues.

Partner with cross-functional teams including Product, Engineering, Analytics, and Operations to drive alignment and results.

Use data and insights to identify opportunities, inform decisions, and optimize performance metrics across the customer journey.

Communicate effectively with senior leadership, influencing decisions and driving alignment on strategic priorities.

Build and develop a high-performing team through coaching and career development, preparing individuals for next-level roles.

Foster an engaging, accountable, and collaborative team environment that encourages innovation and continuous improvement.

Manage complex trade-offs between efficiency, customer experience, and long-term innovation in support and fraud resolutions.

Utilize SQL, Excel, and other analytical tools to interpret performance trends and guide strategic decision-making.

Establish clear metrics and feedback loops to measure the impact of resolutions on customer satisfaction and business outcomes.

Ensure processes and policies support reliable, scalable, and fair resolution of customer issues across global support centers.

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 measurable results in complex environments.

Strong problem-solving skills with the ability to break down complex, ambiguous challenges and drive solutions to completion.

Highly analytical mindset with comfort using data to inform decisions; proficiency with tools such as SQL, Excel, or similar analytical platforms.

Owner mindset with a demonstrated history of taking responsibility for outcomes and driving decisions from ambiguous problem statements.

Experience managing and developing teams of two or more people, including coaching, feedback, and building leadership bench strength.

Exceptional interpersonal and relationship-building skills, with the ability to influence across all levels of the organization.

Excellent written and verbal communication skills for presenting insights, aligning stakeholders, and articulating strategic recommendations.

Comfortable operating in a fast-paced, dynamic environment with shifting priorities and evolving business needs.

Strong judgment and decision-making skills, balancing customer experience, cost efficiency, and long-term innovation.

Ability to manage multiple priorities and deadlines while maintaining attention to detail and high standards of quality.

Experience working with global support operations and understanding of customer journey nuances is a plus.

Familiarity with AI integration in support and fraud domains is a preferred area of expertise.

Nice to have

Experience with compensation, credit, or refund policies in a customer support or e-commerce context.

Background in managing large-scale initiatives that impact multiple teams and business units.

Track record of using data and experimentation to drive process improvements and customer outcomes.

Experience with AI tools or platforms that support decision-making in support or fraud resolution.

Demonstrated success in developing talent and building leadership capabilities within cross-functional teams.

Practical notes

This is a full-time position based in the United States with remote flexibility; specific locations include New York, NY; San Francisco, CA; Seattle, WA; Los Angeles, CA; and Chicago, IL.

The role requires availability during standard business hours and may involve occasional travel to support centers as needed.

Applicants must be authorized to work in the United States without sponsorship for this role.

The compensation details provided reflect base salary, performance-based bonus, and equity components as applicable to the role.