Quality Assurance Manager

At DoorDash, our Customer Experience and Integrity (CXI) team is obsessed with delivering exceptional service at scale. The Quality Assurance (QA) team is at the heart of that mission—ensuring every customer interaction reflects our commitment to accuracy, empathy, and efficiency.

As a QA Maanger, you’ll lead a high-performing team, influence cross-functional partners, and champion process improvements that protect and elevate the customer experience. You’ll be the connector between our front-line teams, leadership, and the broader organization—driving insights that help shape the future of our service.

Reporting to the QA SR Manager, you’ll oversee day-to-day QA operations, provide mentorship to your team, and ensure adherence to quality standards. You’ll investigate complex cases, identify trends, and drive operational excellence—balancing short-term goals with long-term strategic improvements.

This role is hybrid and will require an in-office presence, typically 2 - 3 days per week, or as the business needs dictate.

• Lead with impact: Build and manage a team of up to 15 QA Auditors, QA Supervisor, fostering a culture of accountability, growth, and collaboration.
• Identify and solve problems fast: Pinpoint policy, process, or product gaps from QA findings and work cross-functionally to address them.
• Keep operations running smoothly: Allocate resources, manage workflow, and ensure we hit our service-level agreements.
• Measure what matters: Establish and track team KPIs to ensure consistent performance and quality outcomes. Build reporting frameworks and Dashboard, using AI tools and and speech analytics platforms. 
• Partner closely with: WFM Team, Leadership OPS Team, Product Operations CXI Strategy team members, Training [Learning and Development]
• Balance agility with strategy: Execute rapid improvements while planning for sustainable, long-term success.
• Deep dive into our ecosystem: Master DoorDash’s systems and processes to help your team—and our customers—win.

• Minimum 8 years of team leadership experience, with 5 years of experience as a quality leader roles.
• Data-driven mindset, you are experienced at interpreting and manipulating data in Google Sheets/Excel to make informed decisions.
• 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
• Demonstrated success managing quality programs supporting 500+ frontline agents.
• Experience leading multi-site or global quality operations preferred.
• We are learners - Everyone at DoorDash continually learns on the job, no matter if we’ve been in a role for one year or one minutez
• 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 possibilities.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• Commitment to growth – You coach, mentor, and develop your people while embracing a learner’s mindset yourself.

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.

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.