Director, Customer Experience Strategy & Operations
Core
Define and scale operating systems for customer experience across consumers, Dashers, and marketplace audiences, integrating AI-enabled workflows to resolve friction in last-mile delivery.
Role type
Director, Customer Experience Strategy & Operations
Builds
Global support infrastructure, scalable CX processes, and AI-driven operational tools for DoorDash's marketplace ecosystem.
Domain
Food delivery marketplace, logistics, customer support operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Strategy formulation, operations management, AI/automation adoption, cross-functional partnership, process redesign, data-driven decision making, team leadership, ambiguity navigation, stakeholder management
Preferred skills
MBA or Master's degree, experience in consulting or analytical operating roles
Technologies
AI tools, automation platforms, lightweight internal apps, data analytics frameworks
Responsibilities
Define vision, metrics, and operating principles for best-in-class customer experience; lead a high-impact S&O team to redesign CX workflows; partner with Product, Engineering, Analytics, and business lines to shape user experiences; operate from executive strategy to frontline operational details; build and scale processes and tools to improve quality and reduce friction.
Seniority
Director, strategic leadership with hands-on operational execution