DoorDash USA
Sr. Manager, Network Escalations Operations
DoorDash USA, San Francisco, California, United States, 94199
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 Repeat Contact Rate:
Escalation Volume Reduction:
15–20% YoY decline driven by automation, deflection, and systemic fixes OOTC Incidence Rate:
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
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. We're excited about you because you...
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.
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey Compensation The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future. In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here . See below for paid time off details: 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). The national base pay range for this position within the United States, including Illinois and Colorado. $143,400 - $210,900 USD 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. Apply for this job
* indicates a required field First Name * Last Name * Email * Phone * Location (City) * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Education School Select... Degree Select... LinkedIn Profile * Are you legally authorized to work in the United States? * Select... Will you now require immigration sponsorship by our company to attain or maintain your employment eligibility (e.g., H-1B, E-3, TN, O-1, STEM OPT, or any immigration work authorization requiring a written submission from the company to a government agency)? * Select... Will you in the future require immigration require immigration sponsorship by our company to attain or maintain your employment eligibility (e.g., H-1B, E-3, TN, O-1, STEM OPT, or any immigration work authorization requiring a written submission from the company to a government agency)? * Select... Have you worked at DoorDash? * Select... Please Note: Previous corporate employees should select "I am a previous employee" and previous DoorDash Dashers should select "I am a previous DoorDash Dasher". Do you have experience (2 yr minimum) running teams of 150+ individuals? * Select... Do you have experience (4 yr minimum) in escalated support issue management or high-profile escalations management? * Select... Applicant Privacy Acknowledgement * Select... We would like to provide you with an overview of how we process your personal information. Please take the time to read theApplicant Privacy Notice and confirm that you have read and understand the content. Would you like to receive communications via SMS and/or WhatsApp to the number provided [above or during the application process] about your application process?Message & data rates may apply and message frequency may vary. If you select no, we will only communicate with you via email and/or telephone calls. If you select yes and change your mind, you can always reply STOP to opt out. * Select... USA - Self-Identification Survey
Voluntary Self-Identification
As described in our Applicant Privacy Notice, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in DoorDash’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Select... Do you identify as transgender? * Select... Are you Hispanic or Latinx? * Select... Race (*Please select one option that best describes how you identify*) * Select...
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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 Repeat Contact Rate:
Escalation Volume Reduction:
15–20% YoY decline driven by automation, deflection, and systemic fixes OOTC Incidence Rate:
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
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. We're excited about you because you...
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.
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey Compensation The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future. In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here . See below for paid time off details: 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). The national base pay range for this position within the United States, including Illinois and Colorado. $143,400 - $210,900 USD 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. Apply for this job
* indicates a required field First Name * Last Name * Email * Phone * Location (City) * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Education School Select... Degree Select... LinkedIn Profile * Are you legally authorized to work in the United States? * Select... Will you now require immigration sponsorship by our company to attain or maintain your employment eligibility (e.g., H-1B, E-3, TN, O-1, STEM OPT, or any immigration work authorization requiring a written submission from the company to a government agency)? * Select... Will you in the future require immigration require immigration sponsorship by our company to attain or maintain your employment eligibility (e.g., H-1B, E-3, TN, O-1, STEM OPT, or any immigration work authorization requiring a written submission from the company to a government agency)? * Select... Have you worked at DoorDash? * Select... Please Note: Previous corporate employees should select "I am a previous employee" and previous DoorDash Dashers should select "I am a previous DoorDash Dasher". Do you have experience (2 yr minimum) running teams of 150+ individuals? * Select... Do you have experience (4 yr minimum) in escalated support issue management or high-profile escalations management? * Select... Applicant Privacy Acknowledgement * Select... We would like to provide you with an overview of how we process your personal information. Please take the time to read theApplicant Privacy Notice and confirm that you have read and understand the content. Would you like to receive communications via SMS and/or WhatsApp to the number provided [above or during the application process] about your application process?Message & data rates may apply and message frequency may vary. If you select no, we will only communicate with you via email and/or telephone calls. If you select yes and change your mind, you can always reply STOP to opt out. * Select... USA - Self-Identification Survey
Voluntary Self-Identification
As described in our Applicant Privacy Notice, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in DoorDash’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Select... Do you identify as transgender? * Select... Are you Hispanic or Latinx? * Select... Race (*Please select one option that best describes how you identify*) * Select...
#J-18808-Ljbffr