Summary: Lead a Performance Excellence team focused on leveraging quality assurance and conversational AI to enhance merchant support insights and drive process improvements within DoorDash's Merchant Experience Operations. Highlights: 1. Lead a team improving merchant quality assurance programs 2. Design and implement process improvements through quality assurance data 3. Define and measure program success with robust metric systems **About the Team** ------------------ The Performance Excellence team drives merchant support insights to both our internal \& BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI. **About the Role** ------------------ The Operational Excellence Team (OpEx) with MXO (Merchant Experience Operations) is responsible for ensuring that our Teammates and Leaders have the resources and training to effectively \& empathetically provide a world class Merchant onboarding \& support experience. Within the OpEx Team, the Performance Excellence team's primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience. This is a leadership role, with the expectation of managing the priorities of a small team while remaining accountable to key initiatives. You will report to the Senior Manager of Operational Excellence in our Merchant Experience Operations organization. We expect this role to be hybrid, based out of our Tempe, AZ or Mexico City, Mexico offices with 2\-4 travel events per year. **You're excited about this opportunity because you will…** ----------------------------------------------------------- * Lead a small team centered around identifying \& fixing top opportunities in our quality assurance programs to support Merchants at DoorDash * Design, \& create reports across different lines of business to monitor progress and identify areas for improvement (RCA) based on key insights developed by your team * Identify opportunity areas in our QA processes, designing \& driving recommended fixes to our internal stakeholders to improve the merchant experience * Work collaboratively with cross\-functional operations teams in creating and standardizing processes and implementing initiatives that improve the merchant support experience via quality assurance data * Ensure best\-in\-class processes and policies are embedded in our quality assurance program to ensure the highest standards in the support experience we provide for our merchants * Define the right metric system to measure the success of your program and implement dashboard and reporting mechanisms **We're excited about you because…** ------------------------------------ * 3\-5 years of experience in program management, consulting, and/or vendor management within a fast paced and highly cross\-functional support organization * Experience in speech analytics, conversational intelligence, or quality assurance programs * Experience in project/program management is required * Experience in working with merchant support vendors and QA vendors * Able to lead and develop project managers \& analysts to grow in their careers * Able to think and act both strategically and tactically, presenting key insights across levels * Experience leading and interacting with cross\-functional teams (internal and BPO) * Experience in working with G\-Sheets, Sigma, and Tableau for data analysis **About DoorDash** ================== At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door\-to\-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well\-being by providing comprehensive benefits and perks. **Our Commitment to Diversity and Inclusion** ============================================= We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. If you need any accommodations, please inform your recruiting contact upon initial connection. *We use Covey as part of our hiring and/or promotional process for jobs in certain locations.* *The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here:* https://getcovey.com/nyc\-local\-law\-144 *To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.*