Senior Manager, Performance Excellence
Core
Lead a small team to build automated QA metrics, manage speech analytics programs, and drive process improvements for DoorDash's customer support experience using AI and data insights.
Role type
Senior Manager, Performance Excellence (Quality Assurance & AI Strategy)
Builds
Automated QA metrics, conversational intelligence programs, and operational process improvements for customer support.
Domain
Food delivery technology, Customer Experience, Quality Assurance, Speech Analytics
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Team management, program management, vendor management, AI implementation strategy, cross-functional collaboration, quantitative analysis, root cause analysis, strategic and tactical thinking, data visualization (G-Sheets, Sigma, Tableau), project management
Preferred skills
Experience with customer support vendors, experience with QA vendors
Technologies
G-Sheets, Sigma, Tableau, AI technology, speech analytics
Responsibilities
Lead a small team to identify and fix top opportunities in quality assurance programs; Design and launch conversational intelligence programs using AI; Drive strategy balancing manual QA with speech analytics; Collaborate with cross-functional teams to standardize processes; Partner with teams to implement operational process improvements; Ensure best-in-class processes in the QA program; Create analysis and reports for progress monitoring; Report key business metrics to leadership.
Seniority
Senior Manager, hands-on leadership