About the Team

As one of DoorDash’s core operations teams, the Operational Excellence team is tasked with ensuring that we are able to provide the highest quality of service on our platform. The Operational Excellence team includes our Customer Experience & Support team, our Fraud teams, Trust & Safety, as well as our Payments and Money teams.  We want to make sure that we have good actors on the platform - consumers, Dashers, and Merchants - and that when there are bumps in the last mile, there’s always someone there to make things right. 

  • The Customer Experience team’s mission is to be a differentiator in why people choose to stay with DoorDash, driving retention through powering a seamless experience – so that customers feel like DoorDash is with them every step of the way.  This involves identifying opportunities for improvement across the customer journey and working cross-functionally to take action on them.
  • The Fraud and Trust & Safety teams identify new and emerging areas of fraud, diagnose patterns, and build new methodologies to accurately detect and prevent potential fraud while being mindful of the user experience. 
  • The Payments Analytics team is responsible for the development and measurement of the many ways that funds flow throughout our platform, from payment processing to new financial products for our customers. 

Together these teams work to ensure we are delivering a world-class experience as efficiently and reliably as possible.

About the Role

The Analytics team is looking for a Senior Director to lead the teams that comprise the Operational Excellence (OpEx) Analytics group including Customer Experience & Support, Fraud, Trust & Safety, Payments and Money teams.

You’re excited about this opportunity because you will…

  • Drive & contribute to overall strategy for the cross-functional Operational Excellence organization in partnership with the OpEx leads of Product, Operations, and Engineering
  • Manage and grow several teams of Data Scientists developing talent ranging from  managers of managers to senior ICs
  • Explore key metric relationships and quantify core drivers of the customer experience for all of Doordash’s customers - consumers, Dashers, and merchants
  • Present in key meetings and business reviews with our executive team

We’re excited about you because…

  • 12+ years data science experience with a Bachelor or Master degree or 8+ years with a PhD in relevant fields
  • 8+ years direct manager experience
  • 5+ years direct experience in driving customer experience strategies and/or fraud analytics is a plus
  • Strong executive communication skills 
  • SQL mastery (Python or R mastery is a plus) - we expect our leaders to be hands on!
  • Experience with experimentation (A/B testing, diff-in-diff experiments) 
  • Experience with product analytics
  • Experience with multivariable modeling

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

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