AI-Driven QA & Customer Experience Leader

DoorDash USA; San Francisco (CA); On-site; USD 143,000 - 211,000; Full time

Benefits offered by this job

401(k) with employer matching

Parental leave (16 weeks)

Medical, dental & vision benefits

Paid time off & sick leave

Disability and life insurance

Mental health program

Job summary

DoorDash is seeking a Senior Leader to head the Support Quality team's QA program within the Customer Experience organization in San Francisco. You will manage a small team, design AI-powered metrics, and drive continuous improvements in how we support customers.

The role blends strategic planning with hands-on analysis across partners, vendors, and internal teams, delivering insights, shaping policies, and ensuring best-in-class QA processes.

Qualifications

• Bachelor's degree or equivalent experience; 5+ years team management and 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 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.

Responsibilities

• 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.

Skills

Team leadership

Program management

Vendor management

AI implementations

Cross-functional collaboration

Data analysis

G-Sheets

Sigma

Tableau

Project management

Education

Bachelor's degree or equivalent experience

Tools

G-Sheets

Sigma

Tableau

Job description

DoorDash is seeking a Senior Leader to head the Support Quality team's QA program within the Customer Experience organization in San Francisco. You will manage a small team, design AI-powered metrics, and drive continuous improvements in how we support customers.

The role blends strategic planning with hands-on analysis across partners, vendors, and internal teams, delivering insights, shaping policies, and ensuring best-in-class QA processes.