Senior Manager, QA & AI Performance

DoorDash; Seattle (WA); On-site; USD 143,000 - 211,000; Full time

Benefits offered by this job

Equity grants

401(k) with employer matching

16 weeks paid parental leave

Paid time off & paid sick leave

Medical, dental, and vision benefits

Job summary

DoorDash is seeking a leadership-level QA lead to drive automated and manual quality assurance efforts across customer support. You will manage a small team, shape the analytics-driven QA program, and partner with operations and product teams to embed best practices that improve the customer experience.

This role emphasizes strategic and hands-on leadership, with accountability for key QA initiatives and measurable improvements in service delivery.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years team management.
• 10+ years total experience in related roles.
• Experience in program management, vendor management, or supplier management within cross-functional customer support.
• Experience driving large-scale AI implementations.

Responsibilities

• Lead a small team to identify and fix top opportunities in quality assurance programs for customer service.
• Design, launch, and evolve a conversational intelligence program using AI to monitor and improve interactions.
• Balance manual QA with speech analytics to reduce poor customer experiences.
• Collaborate with cross-functional operations to standardize processes and drive initiatives.
• Oversee implementation of operational process improvements with global partners.

Skills

Team management

AI implementations

Project management

Cross-functional collaboration

Data analysis

Education

Bachelor's degree or equivalent experience

Tools

G-Sheets

Sigma

Tableau

Job description

DoorDash is seeking a leadership-level QA lead to drive automated and manual quality assurance efforts across customer support. You will manage a small team, shape the analytics-driven QA program, and partner with operations and product teams to embed best practices that improve the customer experience.

This role emphasizes strategic and hands-on leadership, with accountability for key QA initiatives and measurable improvements in service delivery.