Associate, Quality Strategy & Operations

The Performance Excellence team is redefining how DoorDash measures quality—moving from manual sampling to intelligent systems that evaluate every customer interaction. Our vision is to build an automated QA program that scales across every part of the business, including high-impact domains like Fraud, Integrity, and Risk. We build systems that surface actionable insights, improve performance, and protect the customer experience.

As Associate, Quality Strategy & Expansion, you’ll help drive the design, rollout, and improvement of QA systems that reach beyond support into complex, high-risk workflows. You’ll work closely with teammates in Product, Risk, Machine Learning, and Ops to scope needs, support execution, and build the structure needed to scale quality programs across the business. This is an ideal role for a highly structured problem solver who can manage ambiguity, move quickly, and execute with precision.

You’ll report to the Sr. Manager of Quality Strategy & Expansion within the Customer Experience organization.

• Support the Strategy & Operational rollout of Gen-AI based QA systems for customer support
• Work cross-functionally to turn high-level goals into structured workflows and requirements
• Build frameworks, documentation, and reporting that ensure clarity and accountability
• Help shape how DoorDash measures performance, resolution, and experience at scale
• Contribute to roadmap development and tech scoping for future QA capabilities
• Leverage insights from calibration and dispute workstreams to inform and refine the design of future automated QA builds

• You have 1–4 years of experience in strategy, program management, operations, or product support
• You’re a clear thinker and communicator who can bring order to complexity
• You’ve supported cross-functional projects involving both technical and business teams
• You thrive in ambiguous environments and are comfortable managing execution in fast-moving environments
• Experience with AI tools (e.g., ChatGPT), automation systems, or conversational data is a strong asset
• You have experience working directly with data or tooling to support performance or process improvements
• You’re excited to help build systems that drive trust, performance, and customer impact at scale