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About the Role

The Teammate Enablement Team ensures that Teammates have the necessary resources, including tooling, quality measurements, and knowledge base, along with training, to effectively and empathetically support DoorDash customers. The team identifies opportunities and drives feedback to business partners to empower Teammates to improve customer support daily. This is a leadership role requiring management of team priorities and accountability for key initiatives.

Responsibilities

Build automated QA metrics with high coverage, precision, and low false-positive rates.
Support all manual QA efforts, including incubation and scale-up of new measurements.
Deliver actionable insights to partner teams to improve support experience processes and policies.
Provide insights to vendors for better agent performance management.
Manage QA tech providers to ensure they meet roadmap commitments.
Lead a small team focused on identifying and fixing top opportunities in quality assurance programs.
Design, launch, and evolve the conversational intelligence program using AI for continuous improvement in customer service interactions.
Drive the strategy of the quality assurance program, balancing manual QA with speech analytics.
Collaborate with cross-functional operations teams to standardize processes and implement initiatives that improve customer support.
Partner with cross-functional teams to direct operational process improvement implementation, incorporating best practices and country-specific views.
Embed best-in-class processes and policies into the quality assurance program.
Create analysis and reports across different lines of business to monitor progress and identify improvement areas through root cause analysis.
Report regularly on key business metrics to leadership within the Customer Support organization.

Requirements

Bachelor's degree or equivalent experience.
5+ years of team management experience.
10+ years of 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 in working with customer support vendors and QA vendors is an asset.
Ability to lead a small team, set priorities, and develop project managers and analysts.
Ability to think and act both strategically and tactically.
Experience leading and interacting with cross-functional teams.
Ability to analyze quantitatively, problem-solve, support scope of requirements, and prioritize.
Strong analytical thinking skills, with a hands-on approach.
Experience in working with G-Sheets, Sigma, and Tableau for data analysis.
Ability to handle fast-moving, ambiguous topics and distill complex problems into simple solutions.
Proven record of handling multiple projects and working to tight deadlines.

Skills

Program Management
Consulting
Vendor Management
Supplier Management
AI Implementation
Project Management
Customer Support
Quality Assurance
Conversational Intelligence
Speech Analytics
Data Analysis
Root Cause Analysis
G-Sheets
Sigma
Tableau

Location

United States
Illinois
Colorado
San Francisco
Los Angeles
NYC
Remote

Work Type

Full-time
Remote

Experience Level

5+ years team management
10+ years total experience

Education Level

Bachelor's degree or equivalent experience

Salary/Compensations

$143,400—$210,900 USD

Benefits

401(k) plan with employer matching
16 weeks of paid parental leave
Wellness benefits
Commuter benefits match
Paid time off
Paid sick leave
Medical benefits
Dental benefits
Vision benefits
11 paid holidays
Disability insurance
Basic life insurance
Family-forming assistance
Mental health program
Flexible paid time off/vacation for salaried roles
80 hours of paid sick time per year for salaried roles

About the Company

At DoorDash, our mission is to empower local economies. We are a technology and logistics company that started by enabling door-to-door delivery and aim to be the go-to for any and all goods. DoorDash is growing rapidly and changing constantly, offering opportunities to share unique perspectives, solve new challenges, and own careers. We are committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Equal Opportunity

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.
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.