Head of Quality Excellence & AI-Driven Support

DoorDash; Boston (MA); On-site; USD 143,000 - 211,000; Full time

Job summary

DoorDash is seeking a leader for the Customer Experience quality assurance program to guide a small team, develop automated QA metrics, and drive improvements across product and support processes.

You will oversee AI-enabled conversational intelligence, partner with cross-functional teams, and ensure QA practices align with global product development to enhance the customer experience.

Qualifications

• Bachelor's degree or equivalent 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.

Responsibilities

• Lead a small team centered around identifying and fixing top opportunities in our quality assurance programs that support customer service.
• 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 management

AI implementations

Program management

Vendor management

Cross-functional collaboration

Data analysis

Education

Bachelor's degree or equivalent experience

Tools

GSheets

Sigma

Tableau

Job description

DoorDash is seeking a leader for the Customer Experience quality assurance program to guide a small team, develop automated QA metrics, and drive improvements across product and support processes.

You will oversee AI-enabled conversational intelligence, partner with cross-functional teams, and ensure QA practices align with global product development to enhance the customer experience.