Senior Manager, QA & AI Performance

DoorDash; New York (NY); 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

Medical, dental, and vision benefits

11 paid holidays

Disability and basic life insurance

Job summary

DoorDash is seeking a senior leader to guide the Teammate Enablement QA program within our Customer Experience organization. You will build automated QA metrics, drive insights, and partner with cross-functional teams to improve support quality across the business.

The role emphasizes leading a small team, delivering AI-driven conversational intelligence, and shaping policy and processes to ensure best-in-class customer experiences.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years team management; 10+ years total experience.
• Experience in program management, consulting, vendor management within a cross-functional customer support org.
• Experience driving large-scale AI implementations.
• Ability to lead multi-project delivery under tight deadlines.
• Proven ability to work with customer support vendors and QA vendors.

Responsibilities

• Lead a small team to identify and fix top opportunities in quality assurance for customer service.
• Design, launch, and evolve the conversational intelligence program using AI to monitor and improve interactions.
• Balance manual QA with speech analytics to enhance customer experiences.
• Collaborate with cross-functional ops teams to standardize processes and drive initiatives.
• Guide implementation of process improvements reflecting global partner needs.

Job description

DoorDash is seeking a senior leader to guide the Teammate Enablement QA program within our Customer Experience organization. You will build automated QA metrics, drive insights, and partner with cross-functional teams to improve support quality across the business.

The role emphasizes leading a small team, delivering AI-driven conversational intelligence, and shaping policy and processes to ensure best-in-class customer experiences.