Senior Manager, Customer Experience

DoorDash is a technology and logistics company focused on empowering local economies. The Senior Manager, Customer Experience will lead the Credit & Refunds Resolutions team to develop and scale an AI-integrated compensation decision function, optimizing outcomes while aligning stakeholders and managing trade-offs between efficiency and customer experience.

Responsibilities:

• 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

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 results
• Strong problem solver who can break down complex, ambiguous challenges and drive solutions
• Highly analytical and comfortable using data to inform decisions (e.g., SQL, Excel, or similar tools)
• Experience managing and developing teams of two or more people, including coaching and building leadership bench
• Strong interpersonal and relationship-building skills, with the ability to influence across all levels
• A bias for action, are adaptable, and can pivot quickly as new information emerges
• Customer-focused and consistently optimize for the best overall business and user outcomes