Senior Manager, Performance Excellence - Remote

Overview

The Senior Manager, Performance Excellence will lead a team focused on enhancing quality assurance programs to improve customer service at DoorDash.

In Short

• Lead a team to identify and fix opportunities in quality assurance.
• Design and implement a conversational intelligence program using AI technology.
• Drive the strategy for quality assurance, balancing manual and automated methods.
• Collaborate with operations teams to standardize processes for customer support.
• Partner with cross-functional teams for operational process improvements.
• Ensure best practices are integrated into quality assurance processes.
• Create analyses and reports for monitoring progress and improvements.
• Regularly report key metrics to leadership.

Requirements

• Bachelor’s degree or equivalent experience; 3-5 years in program management.
• Experience in speech analytics or quality assurance programs.
• Strong project/program management skills are required.
• Experience with customer support vendors is an asset.
• Ability to lead a small team and develop team members.
• Strategic and tactical thinking skills.
• Experience with cross-functional team interactions.
• Strong analytical skills and problem-solving abilities.
• Familiarity with G-Sheets, Sigma, Tableau for data analysis.
• Ability to manage multiple projects under tight deadlines.

Benefits

• Comprehensive benefits package including 401(k) matching.
• Paid time off and parental leave.
• Medical, dental, and vision benefits.
• Mental health programs and wellness benefits.
• Equity grant opportunities.