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: < 2% recurrence within 14 days
• Escalation Volume Reduction: 15–20% YoY decline driven by automation, deflection, and systemic fixes
• OOTC Incidence Rate: < 10% across ACE/DIP-eligible flows
Coaching & Remediation Adoption:
• 95% completion rate on RCA-driven process changes within 30 days

You're excited about this opportunity because you will...
• Own the most sensitive support flows in the company, leading Advanced Customer Escalations (ACE) and Disaster in Progress (DIP) to resolve high-priority issues with executive and executive visibility. You'll set the strategic vision for the escalation network—designing for scale, anticipating future needs, and aligning tightly with company goals. Reduce average time-to-resolution (TTR) to under 24 hours for top-tier escalations while maintaining
• 90% resolution satisfaction.

Drive a 20% YoY reduction in escalation volume by operationalizing future-state systems in partnership with various internal stakeholders and teams—leveraging intelligent tier deflection, automation, and upstream root cause elimination.
• Act as the business owner for repeat contact reduction, targeting