Senior Manager, QA & Conversational AI Performance

DoorDash; 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

Job summary

DoorDash is seeking a Leader for Teammate Enablement within Customer Experience to build and oversee a QA-focused team. You will drive automated metrics, support manual QA, and deliver actionable insights to partners to improve support quality.

The role requires strategic and hands-on leadership, managing a small team, and collaborating across functions to standardize processes and improve customer interactions using data-driven QA.

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 working with customer support vendors and QA vendors is an asset.

Responsibilities

• Lead a small team focused on identifying and fixing top opportunities in our quality assurance programs for customer service at DoorDash.
• Design, launch, and evolve our conversational intelligence program using AI to monitor, measure, and drive improvements in service interactions.
• Balance manual QA with speech analytics to improve customer experiences.
• Collaborate with cross-functional teams to standardize processes and implement QA initiatives.
• Direct implementation of operational process improvements with global partners.
• Ensure best practices and policies are embedded in QA programs.
• Provide regular reports on key metrics to leadership.

Skills

Team management

Program management

Vendor management

Cross-functional collaboration

AI implementations

Project management

Data analysis

Education

Bachelor's degree or equivalent experience

Tools

G-Sheets

Sigma

Tableau

Job description

DoorDash is seeking a Leader for Teammate Enablement within Customer Experience to build and oversee a QA-focused team. You will drive automated metrics, support manual QA, and deliver actionable insights to partners to improve support quality.

The role requires strategic and hands-on leadership, managing a small team, and collaborating across functions to standardize processes and improve customer interactions using data-driven QA.