Engineering Manager, Support Experience

Who you are

You have a proven track record of leading engineering teams, ideally with 5+ years of experience in software development and team management. Your background includes working with backend, web, and mobile technologies, and you understand the intricacies of building scalable systems that enhance customer support experiences. You are passionate about integrating AI and machine learning into user-centric solutions, and you thrive in collaborative environments where you can partner with product, design, and operations teams to drive innovation.

You possess strong communication skills, allowing you to articulate complex technical concepts to non-technical stakeholders. You are adept at mentoring engineers, fostering their growth, and creating a culture of continuous improvement within your team. You are results-oriented and have a keen eye for detail, ensuring that the systems your team builds are not only functional but also user-friendly and efficient.

Desirable

Experience with customer support platforms or similar domains is a plus. Familiarity with agile methodologies and project management tools will help you navigate the fast-paced environment at DoorDash. You are open to exploring new technologies and methodologies that can enhance the support experience for users.

What you'll do

As the Engineering Manager for the Support Experience team, you will lead a talented group of engineers focused on developing a foundational platform that powers DoorDash’s customer support. Your mission is to reimagine the self-help experience by integrating cutting-edge AI and machine learning solutions that anticipate user needs and resolve issues proactively. You will collaborate closely with product, design, and strategy teams to define and execute a visionary roadmap that balances scalable platform foundations with innovative user-first features.

You will oversee the development process, ensuring that your team adheres to best practices in software engineering and delivers high-quality solutions on time. You will facilitate regular team meetings, conduct performance reviews, and provide mentorship to help your engineers grow in their careers. Your leadership will be crucial in fostering a collaborative environment where creativity and technical excellence thrive.

You will also be responsible for setting clear goals and metrics for your team, tracking progress, and making data-driven decisions to improve the support experience. By leveraging AI/ML capabilities, you will help create systems that enable faster self-resolution and seamless integration of support into the customer journey. Your work will directly impact customer satisfaction and retention, making a significant contribution to DoorDash’s growth as it expands into new verticals.

What we offer

At DoorDash, we believe in empowering our employees to make a difference. You will have the opportunity to work on meaningful projects that shape the future of customer support. We offer competitive compensation, comprehensive benefits, and a supportive work environment that encourages professional development. Join us in our mission to reimagine the future of support, making it intelligent, effortless, and deeply integrated across our entire platform.