Senior Manager, Performance Excellence

DoorDash USA•Boston, MA

2d•$143,400 - $210,900•Remote

About The Position

This leadership role is within the Support Quality team, reporting to the Director, Teammate Enablement, in the Customer Experience organization. The Teammate Enablement Team ensures that support teammates have the necessary resources, including tooling, quality measurements, and knowledge base, to effectively and empathetically support DoorDash's customers. The team's primary responsibilities include building automated QA metrics, supporting manual QA efforts, delivering actionable insights to improve processes and policies, and managing QA tech providers. This role involves managing the priorities of a small team while also being accountable for key initiatives.

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
Able to lead a small team, setting team priorities and developing project managers and analysts for career growth
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, while also being hands-on and willing to roll up your sleeves
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

Nice To Haves

Experience in working with customer support vendors and QA vendors is an asset
Experience in working with G-Sheets, Sigma, and Tableau for data analysis

Responsibilities

Lead a small team focused on identifying and rectifying top opportunities within quality assurance programs that support customer service.
Design, launch, and evolve the conversational intelligence program using AI to monitor, measure, and drive continuous improvements in customer service interactions.
Drive the strategy of the quality assurance program, balancing manual QA with speech analytics to enhance customer experience.
Collaborate with cross-functional operations teams to create and standardize processes and implement initiatives that improve the customer support experience using quality assurance data.
Partner with cross-functional teams to direct the implementation of operational process improvements, ensuring best practices and country-specific views are incorporated into product development with global partners.
Ensure best-in-class processes and policies are embedded in the quality assurance program to maintain high standards in the customer support experience.
Create analysis and reports across different lines of business to monitor progress and identify areas for improvement through root cause analysis, based on team-developed insights.
Report regularly on key business metrics to leadership within the Customer Support organization.