Senior Manager, Performance Excellence

DoorDash US
San Francisco, New York, Chicago, Seattle, Boston
Workplace: OnsiteFull timeUSD 143,400 - 210,900 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Cross-functional collaboration","Analytical thinking","Problem-solving","Stakeholder communication"]

Lead a Support Quality team within Customer Experience, building high-coverage automated QA metrics and scaling manual QA efforts. Drive a conversational intelligence program using AI to monitor and improve customer interactions, balancing manual QA with speech analytics. Own QA strategy, vendor/provider management, and root-cause analysis to deliver actionable insights and regular reporting that improves support processes and policies across business partners.

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DoorDash US
DoorDash US
6 days ago

Senior Manager, Performance Excellence

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead a Support Quality team within Customer Experience, building high-coverage automated QA metrics and scaling manual QA efforts. Drive a conversational intelligence program using AI to monitor and improve customer interactions, balancing manual QA with speech analytics. Own QA strategy, vendor/provider management, and root-cause analysis to deliver actionable insights and regular reporting that improves support processes and policies across business partners.
Location: San Francisco, New York, Chicago, Seattle, Boston
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead a small team focused on identifying and fixing top opportunities in customer support quality assurance programs.
  • •Design, launch, and evolve a conversational intelligence program using AI to monitor, measure, and drive continuous improvements.
  • •Create and evolve QA metrics with high coverage and low false-positive rates, including scaling manual QA efforts.
  • •Collaborate with cross-functional operations teams to standardize processes and embed best-in-class policies for support quality.
  • •Manage QA tech providers and deliver root-cause analysis, reporting, and actionable insights to leadership and partner teams.

Pay and Benefits

Salary: USD 143,400 - 210,900 annually
Equity and Bonus:Equity
Perks:401kPaid ParentalWellness StipendCommuter BenefitsPaid LeaveMedicalDentalVisionPaid HolidaysDisability InsuranceLife InsuranceHealth Insurance

Key Requirements

  • •Bachelor’s degree or equivalent experience.
  • •5+ years team management and 10+ years total experience.
  • •Experience in program management and/or consulting, plus vendor/supplier management in a cross-functional customer support organization.
  • •Experience driving large-scale AI implementations and building conversational intelligence or speech analytics programs.
  • •Experience using analytics tools such as G-Sheets, Sigma, and Tableau, and leading cross-functional projects with measurable outcomes.
Experience:10+ yearsCustomer supportCustomer experienceAISpeech analyticsVendor management
Education:Bachelor's
Skills:LeadershipCross-functional collaborationAnalytical thinkingProblem-solvingStakeholder communication
Tech Stack:AIConversational intelligenceSpeech analyticsG-SheetsSigmaTableau

Company Brief

DoorDash US
On-demand logistics platform connecting consumers with local restaurants, grocers, and retailers for food delivery, pickup, and convenience services. Operates a marketplace and last-mile delivery network while offering tools and analytics for merchants and couriers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2013
WebsiteLinkedIn