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Quality Assurance Director
3 weeks ago
About Us
DoorDash USA is a technology and logistics company that empowers local economies by delivering impactful decisions that display empathy for our users, from Dashers to merchant partners to consumers. Our mission shapes how our team members move quickly, learn, and reiterate to make impactful decisions.
Job DescriptionThe Senior Manager, Performance Excellence will lead the Performance Excellence team in driving business growth and improving customer satisfaction. This leadership position requires managing the priorities of a small team while remaining accountable to key initiatives yourself.
The ideal candidate will have experience in program management, consulting, vendor management, and/or supplier management within a cross-functional customer support organization. They will also possess strong analytical thinking skills, be able to design, launch, and evolve conversational intelligence programs, and drive the strategy of our quality assurance program.
ResponsibilitiesThe Senior Manager, Performance Excellence will be responsible for:
- Building automated QA metrics, supporting manual QA efforts, and delivering actionable insights to partner teams.
- Leveraging AI technology to monitor, measure, and drive continuous improvements in customer service interactions.
- Participating in cross-functional operations teams to create and standardize processes, implement initiatives that improve the customer support experience via quality assurance data.
What We Offer
We provide a comprehensive benefits package, including premium healthcare, wellness expense reimbursement, paid parental leave, and more. Our commitment to diversity and inclusion drives us to hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives.
