Sr. Manager, Network Escalations Operations
Job ID: 3217701 DoorDash, Inc. Tempe, AZ; San Francisco, CA; Seattle, WA; Los Angeles, CA; Washington D.C.; Chicago, IL; New York, NY About the Team Customer Experience and Integrity (CXI) is at the core of DoorDash’s operating engine. When high-stakes issues arise—especially those with executive visibility—we rely on our escalation network to protect brand trust, resolve friction, and fix what’s broken at the systemic level. Advanced Customer Escalations (ACE) and Disaster In Progress (DIP) are our most specialized escalation teams, focused on precision, speed, and stakeholder credibility. This role will lead that network.
About the Role
We’re looking for a Sr. Manager, Network Escalations Operations to lead the evolution and performance of two of DoorDash’s most high-impact customer experience teams—Advanced Customer Escalations (ACE) and Disaster in Progress (DIP). You’ll be at the forefront of designing how we respond to our most complex, high-stakes customer moments across consumers, Dashers, and merchants. These teams don’t just solve problems—they define how our brand shows up when it matters most, with direct visibility from our C-Suite and deep collaboration across the company. This isn’t traditional operations. It’s about owning outcomes at scale—turning real-time feedback and edge-case signals into long-term improvements that shape the end-to-end customer experience. You’ll oversee the full lifecycle of escalation management, from frontline intake to root cause resolution. Along the way, you’ll partner cross-functionally with Product, Engineering, Sales, Marketing, and Strategy & Ops to surface insights, close experience gaps, fix systemic issues, and reduce escalation volume—building a more resilient platform for everyone who uses DoorDash. Success in this role is measured by meaningful improvements in: Time to Resolve (TTR):
- 24 hours for executive-tier escalations
Did We Resolve (DWR):
- 90% for resolved cases
- Repeat Contact Rate: Apply tot his job
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