About the Team

Customer Experience and Integrity (CXI) is at the core of DoorDash’s operating engine. As a leader of the CXI Quality Assurance Team, you’ll shape the future of the customer experience at DoorDash. Our team influences agents, auditors, and stakeholders across the Support & Integrity organization. We’re passionate about delivering an end-to-end customer journey that is both exceptional and efficient.

We champion scalable, repeatable processes that protect and elevate the customer experience. In this role, you’ll identify trends, develop and implement quality process improvements, and bring your vision to cross-functional initiatives that impact millions of customers.

About the Role

The Manager, Quality Assurance reports to the Senior Manager, Quality & Support, and oversees the daily operations of our Customer Experience and Integrity (CXI) QA team. You’ll design and execute a scalable QA strategy that meets the needs of diverse cross-functional partners. You’ll investigate and resolve complex quality issues, analyze workflows for adherence to standards, and develop your team into a customer experience–driving powerhouse.

This is a hands-on leadership role where you’ll foster collaboration, develop talent, and solve problems in real time. This position requires in-office presence at our Tempe corporate office for in-person coaching, cross-functional collaboration, and immediate problem-solving. Candidates must live within 50 miles of the Tempe, Arizona office.

In-office days are determined by business needs and may change—speak with your recruiter for the current schedule. This role also requires periodic domestic and international travel to DoorDash offices and partner sites.

You’re Excited About This Opportunity Because You Will… Lead and develop high-performing people leaders who multiply their impact across teams. Design, build, and execute process improvement projects that drive efficiency and elevate the customer experience. Build and scale industry-leading Manual QA (MQA) and Automated QA (AQA) programs. Partner cross-functionally with Support, Integrity Operations, S&O, and other key stakeholders to deliver a best-in-class customer experience. Monitor and improve team performance metrics (productivity, quality, adherence, retention, etc.), digging deep to understand root causes and influence outcomes. We’re Excited About You Because You… Have 3+ years of people management experience, developing highly effective leaders through coaching, feedback, and empowerment. Bring 5+ years of experience in Quality Assurance Operations, with a focus on leading and implementing large-scale QA automation and innovation. Have a track record of leading projects, achieving goals, and succeeding in collaborative environments (experience in consulting, start-ups, or project management is a plus). Are persistent, results-driven, and committed to delivering excellence. Excel at building cross-functional relationships and aligning diverse stakeholders. Thrive in fast-changing environments and navigate ambiguity with ease. Translate high-level goals into actionable plans using technical skills and data insights (comfortable summarizing large datasets in Sheets/Excel to drive decisions). Operate with a bias for action—turning analysis into execution, testing hypotheses, and solving root-level problems with first-principles thinking. Why You’ll Love Working at DoorDash You’ll directly influence how millions of customers experience our platform. You’ll lead a talented team during a pivotal shift toward automation and innovation in QA. You’ll join a fast-paced, mission-driven company that values ownership, impact, and growth.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

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