AI-Driven Quality & Performance Leader

DoorDash USA; United States; Remote; USD 143,000 - 211,000; Full time

Benefits offered by this job

401(k) with employer matching

Paid parental leave

Wellness benefits

Commuter benefits

Job summary

DoorDash seeks a leader to head the Teammate Enablement QA program, driving automated QA metrics and AI-driven conversational intelligence. You will manage a small team, set priorities, and partner with cross-functional operations to improve the support experience for customers globally.

You will design strategies balancing manual QA with speech analytics, report progress to leadership, and guide vendors to achieve ambitious roadmap goals.

Qualifications

• 5+ years team management, 10+ years total experience.
• Experience in program management, consulting, vendor management within a cross-functional customer support organization.
• Experience driving large-scale AI implementations.
• Experience in project/program management is required.
• Experience with customer support vendors and QA vendors is an asset.

Responsibilities

• Lead a small team centered around identifying and fixing top opportunities in quality assurance programs for DoorDash.
• Design, launch, and evolve the conversational intelligence program using AI to monitor and improve customer service interactions.
• Balance manual QA with speech analytics programs to improve customer experiences.
• Collaborate with cross-functional teams to standardize processes and implement QA initiatives.
• Direct implementation of operational process improvements reflecting global partner needs.
• Provide regular reports on key business metrics to leadership.

Skills

Team management

Program management

Cross-functional collaboration

AI implementations

Data analysis

Analytical thinking

Education

Bachelor's degree or equivalent experience

Tools

G-Sheets

Sigma

Tableau

Job description

DoorDash seeks a leader to head the Teammate Enablement QA program, driving automated QA metrics and AI-driven conversational intelligence. You will manage a small team, set priorities, and partner with cross-functional operations to improve the support experience for customers globally.

You will design strategies balancing manual QA with speech analytics, report progress to leadership, and guide vendors to achieve ambitious roadmap goals.