Senior Manager, Customer Experience

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. , 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 We expect this position to be filled by 8/2/26.