Manager, Quality Assurance

About The TeamCustomer 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 RoleThe 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.We expect to fill this position by 1/24/2026.Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC OnlyWe 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.The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: CoveyCompensationThe successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.To learn more about our benefits, visit our careers page here.See Below For Paid Time Off DetailsFor salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).The national base pay range for this position within the United States, including Illinois and Colorado.$84,000—$123,500 USDAbout DoorDashAt 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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.Our Commitment to Diversity and InclusionWe’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.Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.If you need any accommodations, please inform your recruiting contact upon initial connection.