Sr. Manager, Network Escalations Operations

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

• 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 < 10% rates by executing cross-functional fixes across Product, Ops, and Policy. Develop and maintain executive-facing dashboards that clearly articulate escalation fallout, root cause themes, and systemic solutions-turning raw signals into strategic action.
• Grow great leaders by building and mentoring a best-in-class team of 5-7 escalation team leaders and 30+ in-house specialists. Create a leadership bench through ongoing coaching, empowerment, and feedback while holding leaders accountable for delivering results at scale.
• Foster an inclusive, high-trust environment that embeds equity, belonging, and psychological safety across your teams. Influence cross-functionally-earning executive trust, aligning stakeholders, and consistently advocating for your team and the customer experience at large.

• Have 8+ years in customer support or escalations leadership, ideally in high-growth, high-visibility environments like consumer tech, logistics, or marketplaces.
• Have led specialized escalation teams responsible for handling executive-tier support cases with speed and credibility.
• Bring a strong cross-functional mindset-translating frontline signals into product, policy, or process change by partnering across Engineering, Product, S&O, and more.
• Know how to balance people leadership and operational excellence, building resilient, empowered teams while shipping meaningful outcomes.
• Have a track record of designing workflows and automation to remove friction, scale quality, and reduce cost without losing fidelity.
• Are comfortable owning the narrative with senior stakeholders, bringing structure and clarity to ambiguous or high-stakes issues.

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).