Job Description
Title: Associate Manager, Quality Assurance
Location: United States – Remote
About the Team
The Quality Assurance team provides oversight on DoorDash’s large and growing global network of support centers, with the ultimate goal of delivering an outstanding customer experience as reliably as possible at scale.
About the Role
You will report into the Manager of our Quality Assurance Team in our Customer Experience organization. The QA Team Mission is to enable the voice of the customer to guide us in building the world’s best customer support experience. The QA Team is an enablement function, as such our success will be measured by the success of our customers. Our team’s primary role will be to establish mechanisms to ensure our audits consistently provide actionable insights on our support experience.
You’re excited about this opportunity because you will
- Work collaboratively with cross functional operations teams in creating and standardizing processes and implementing projects.
- Partner with cross-functional teams to direct the implementation of operational process improvement ensuring best practices and country specific views are reflected in product development with global partners
- Take concept ideas and demonstrate an ability to distill into practical operational systems
- Ensure best in class processes and policies are embedded in the business to ensure the highest standards quality assurance in our customer experience.
- Change Management – informing key stakeholders every step of the way on mission critical projects
- Create analysis and reports across different LOBs to monitor progress and identify areas for improvement (RCA)
- Report regularly on key business metrics
We’re excited about you because
- Bachelor’s degree or equivalent experience 3-5 years’ experience in program management, vendor management and/or supplier management within a cross-functional customer support organization
- Experience in project/program management is required
- Experience leading and interacting with cross-functional teams
- Experience in working with customer support vendors and QA vendors is an asset
- Be able to think and act both strategically and tactically.
- Be able to analyze quantitatively, problem-solve, support scope of requirements and prioritize
- Possess sound business judgment and a proven ability to influence others
- Possess strong analytical thinking skills, but also being able to work hands on with their sleeves rolled up, and a preparedness to get involved
- Experience in working with G-Sheets, Sigma, Tableau for data analysis
- 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
- Operations and/or Product management experience