Director, Teammate Success

About the Team The Teammate Success Team is responsible for setting a high bar for DoorDash Teammate Quality, while defining and executing on a learning experience to achieve that level of quality. This team is the backbone to ensure that issues get resolved, and if not, there is remediation to improve. This team will be focused on deploying automated QA for Support, driving improvements to the New Hire learning experience and codifying policies and processes that improve the overall experience of DoorDash Support. About the Role This candidate will be responsible for automating the majority of the Support QA scorecard within their first 90 days and deploying measures of Quality to drive improvements to sentiment, case handling and professionalism across the network. They will also be responsible for setting the direction and vision for the learning strategy. Success will be measured with customer outcomes - issue resolution rate, sentiment and effort. This is an exciting time and opportunity given the advancements in automated QA and AI-driven sentiment and quality. You will report into the Senior Director of Customer Experience on the Customer Experience and Integrity (CXI) team. You're excited about this opportunity because you will... Define and execute on the learning and development strategy for the CXI team Set vision and roadmap for learning and development that aligns learning initiatives and curriculum with business priorities, allowing businesses to scale quickly Evaluate the effectiveness of CXI's holistic training programs; strategize and mobilize necessary adjustments Stay up-to-date with industry trends and best practices in learning and development Own and drive the automated QA roadmap in partnership with an external vendor Lead transformational change in quality assurance processes and policies Collaborate closely with different operations teams to scale impact across the network by creating, monitoring, and enforcing quality standards that align with CXI business priorities and government requirements Shape the vision and execution of manual QA, with a strong focus on process and policy We're excited about you because... You are a strong generalist with at least 10 years of identifying and solving problems in tech, operations or consulting You are able to dig into data quickly, and surface insights to translate to action You are energized by working within a 24/7 global operations organization to scale new processes and initiatives You are comfortable with ambiguity and can scale yourself to work on different types of problems - from case reviews to setting high level vision and strategy You have experience collaborating with multiple different types of stakeholders - from Product to Operations We expect this position to be filled by 3/18/25. #J-18808-Ljbffr

Created: 2025-02-01