About the Team
The Performance Excellence team Vision is to “Provide teammates and team leads with actionable feedback on 100% of cases so they can get 1% better every day. Deliver actionable business insight to wider S&O to help improve business policy & processes / Product teams to increase our customer experience”.
About the Role
You will report into the Director, Teammate Success in our Customer Experience organization. The Teammate Success Team is responsible for ensuring that our Teammates have the resources and training to effectively & empathetically support DoorDash’s customers. Where opportunities are identified, we drive feedback to our business partners in order to empower Teammates to be 1% better every day for our customers.
The Performance Excellence team’s primary role will be to i) Build automated QA metrics that have high coverage, precision, and low FP rates. ii) Support all Manual QA efforts, including incubation and scale up of new measurements iii) Deliver actionable insights to our partner teams, to help improve the processes and policies on our support experience, as well as insights for our Vendors to drive better Agent performance management. iv) Manage our QA 3rd party Tech providers, to ensure they deliver against our ambitious roadmap.
This is a leadership role, with the expectation of managing the priorities of a small team while remaining accountable to key initiatives oneself.
You’re excited about this opportunity because you will…
- Lead a small team centered around identifying & fixing top opportunities in our quality assurance programs 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 ensure the highest standards in the support experience we provide for our customers.
- Create analysis and reports across different LOBs to monitor progress and identify areas for improvement (RCA) based on key insights developed by your team.
- Report regularly on key business metrics to leadership across the Customer Support organization.
We’re excited about you because…
- Bachelor’s degree or equivalent experience, 3-5 years’ experience in program management, consulting, vendor management and/or supplier management within a cross-functional customer support organization
- Experience in speech analytics, conversational intelligence, or quality assurance programs
- 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 & 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 analyze quantitatively, problem-solve, support scope of requirements and prioritize
- Possess strong analytical thinking skills, but also being able to work hands on with their sleeves rolled up, and a preparedness to get involved
- Experience in working with G-Sheets, Sigma, 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
We expect this position to be filled by 5/17/2025.
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey
Compensation
The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.
In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package for all regular employees that includes a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefits, and several paid holidays. Paid sick leave in compliance with applicable laws (i.e. Colorado Healthy Families and Workplaces Act).
Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match, and a mental health program, among others.
To learn more about our benefits, visit our careers page here.
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
