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Quality Assurance Strategy & Operations, Manager

DoorDash

This is a Full-time position in New York, NY posted June 7, 2021.

About The Team
As DoorDash’s largest core operating team, Customer Experience and Support Operations is tasked with ensuring that when there are bumps in the last-mile there’s always someone there to make things right.

Our team supports consumers, dashers, and restaurants who need our help.

We have a global network of thousands of teammates answering questions and fixing issues.

We are customer obsessed and strive to give each customer who contacts us the best possible experience.
About The Role
DoorDash is looking for a Quality Assurance Strategy and Operations Manager for our global Customer Experience team.

This individual will be responsible for identifying gaps in process or adherence and opportunities to coach more effectively
– they will then partner with the relevant teams to drive fixes.

You will be thinking critically about how our global team of auditors, both in-house and outsourced, can provide meaningful feedback and insights to our Support team.

You will be responsible for making the feedback actionable and useful to teammates and cross-functional partners, working closely with these teams to make us better.
This role reports to the Director of Support Quality and Training, and is based in San Francisco, Phoenix or New York City.
You’re Excited About This Opportunity Because You Will…
Derive meaningful insights to improve Support performance
– both at the teammate level and for our Customer Experience partner teams Partner with our Learning and Development teams to inform our content, roadmap and strategy to help our teammates improve Partner with our Customer Experience Strategy teams to identify key gaps or misunderstandings of process
– where are we seeing teammates struggle, and how could we improve these processes to make us better?

Foster an environment of collaboration, engagement, and high performance both within DoorDash and externally with our vendor partners Collaborate with operational partners including Vendor BPOs, Knowledge Management, Learning and Development and internal support operations to ensure support teammates are equipped with the knowledge and process to support customers effectively Drive a program that makes our customer experience 1% better every day
We’re Excited About You Because…
You have experience managing global audit programs for call center operations You have experience managing teams and coaching to high performance You have a unique combination of Support QA experience and fast-paced operational experience such as management consulting, finance, private equity, technology and/or a related field You have 3 to 5 years experience in call center and/or BPO management experience as an auditor or in developing QA programs You enjoy digging into details and getting your hands dirty You are collaborative and know how to develop strong productive relationships with partners You know how to present complex information in a clear and concise manner with strong written, verbal, and visual communication skills You are highly analytical and data driven in your decision making process.

You are comfortable pulling data from various sources, reading and analyzing data, doing analysis in excel or google sheets, and partnering with analytics partners for more complex analyses.

Proficient in SQL.

You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills You have an owner mentality: you’re focused on quality, output driven, proactive, and always pushing yourself to do better.

You can think strategically and recommend solutions to complex problems while also executing many projects and priorities day-to-day.

Why You’ll Love Working at DoorDash
We are leaders
– Leadership is not limited to our management team.

It’s something everyone at DoorDash embraces and embodies.

We are doers
– We believe the only way to predict the future is to build it.

Creating solutions that will lead our company and our industry is what we do –
– on every project, every day.

We are learners
– We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient.

Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.

We are customer-obsessed
– Our mission is to grow and empower local economies.

We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.

We are all DoorDash
– The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.

We offer great compensation packages and comprehensive health benefits.
About DoorDash
DoorDash is a technology company that connects customers with their favorite local and national businesses in over 4,000 cities and all 50 states across the United States and Canada.

Founded in 2013, DoorDash empowers merchants to grow their businesses by offering on-demand delivery, data-driven insights, and better in-store efficiency, providing delightful experiences from door to door.

By building the last-mile delivery infrastructure for local cities, DoorDash is bringing communities closer, one doorstep at a time.

Read more on the DoorDash blog or at www.doordash.com.
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 the best and brightest 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.

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