Senior Manager, Performance Excellence

About this role

About the Team

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.”

About the Role

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.

You’re excited about this opportunity because you will…

• 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.

We’re excited about you because…

• 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.

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 Un

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