Senior Manager, Performance Excellence

The Support Quality team’s vision is to “Provide teammates, team leads, and AI Agents with actionable feedback on 100% of cases so they can get 1% better every day. Deliver actionable business insight to wider S&O to help improve business policy and processes / Product teams to increase our customer experience.”

You will report to the Director, Teammate Enablement, in our Customer Experience organization. The Teammate Enablement Team is responsible for ensuring that our Teammates have the resources (tooling, quality measurements, and knowledge base) and training to effectively and empathetically support DoorDash’s customers. Where opportunities are identified, we drive feedback to our business partners in order to empower Teammates to be 1% better every day for our customers.

The team’s primary role will be to: i) build automated QA metrics that have high coverage, precision, and low false-positive rates; ii) support all manual QA efforts, including incubation and scale-up of new measurements; iii) deliver actionable insights to our partner teams to help improve the processes and policies on our support experience, as well as insights for our vendors to drive better agent performance management; and iv) manage our QA tech providers to ensure they deliver against our ambitious roadmap.

This is a leadership role, with the expectation of managing the priorities of a small team while remaining accountable to key initiatives oneself.

• Lead a small team centered around identifying and fixing top opportunities in our quality assurance programs that support customer service at DoorDash.
• Design, launch, and evolve our conversational intelligence program, utilizing AI technology to monitor, measure, and drive continuous improvements in our customer service interactions.
• Drive the strategy of our quality assurance program, identifying the right strategies to balance manual quality assurance with speech analytics programs to eliminate poor experiences for our customers.
• Work collaboratively with cross-functional operations teams in creating and standardizing processes and implementing initiatives that improve the customer support experience via quality assurance data.
• Partner with cross-functional teams to direct the implementation of operational process improvement, ensuring best practices and country-specific views are reflected in product development with global partners.
• Ensure best-in-class processes and policies are embedded in our quality assurance program to maintain the highest standards in the support experience we provide for our customers.
• Create analysis and reports across different lines of business to monitor progress and identify areas for improvement through root cause analysis, based on key insights developed by your team.
• Report regularly on key business metrics to leadership across the Customer Support organization.

• Bachelor's degree or equivalent experience · 5+ years team management, 10+ years total experience.
• Experience in program management, consulting, vendor management, and/or supplier management within a cross-functional customer support organization.
• Experience driving large-scale AI implementations.
• Experience in project/program management is required.
• Experience in working with customer support vendors and QA vendors is an asset.
• Able to lead a small team, setting team priorities and developing project managers and analysts to grow in their careers.
• Able to think and act both strategically and tactically, presenting key insights to stakeholders to drive process improvements.
• Experience leading and interacting with cross-functional teams.
• Able to analyse quantitatively, problem-solve, support scope of requirements, and prioritize.
• Possess strong analytical thinking skills, while also being hands-on, willing to roll up your sleeves, and ready to get involved.
• Experience in working with G-Sheets, Sigma, and Tableau for data analysis.
• Ability to deal with fast-moving, ambiguous topics and distill complex problems into simple solutions.
• Proven record of handling multiple projects and working to tight deadlines.

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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.

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.

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