QA & AI Performance Lead — Customer Experience

Socket.dev; San Francisco (CA); On-site; USD 143,000 - 211,000; Full time

Benefits offered by this job

401(k) with employer matching

Paid parental leave

Wellness benefits

Commuter benefits match

Paid time off and paid sick leave

Medical, dental, and vision benefits

11 paid holidays

Disability and basic life insurance

Family-forming assistance

Mental health program

Job summary

DoorDash is seeking a senior leader to head the Teammate Enablement quality assurance team within Customer Experience. You will build automated QA metrics, support manual QA efforts, and translate data into actionable insights to improve the support experience for customers and vendors.

You will report to the Director, Teammate Enablement, and manage a small team to drive initiatives, partner with global teams, and balance strategic and hands-on work to achieve measurable improvements.

Qualifications

• 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.

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 management

Program management

Vendor management

Cross-functional collaboration

AI implementations

Project management

Data analysis

G-Sheets

Sigma

Tableau

Strategic thinking

Education

Bachelor's degree or equivalent experience

Tools

G-Sheets

Sigma

Tableau

Job description

DoorDash is seeking a senior leader to head the Teammate Enablement quality assurance team within Customer Experience. You will build automated QA metrics, support manual QA efforts, and translate data into actionable insights to improve the support experience for customers and vendors.

You will report to the Director, Teammate Enablement, and manage a small team to drive initiatives, partner with global teams, and balance strategic and hands-on work to achieve measurable improvements.