Manager, Quality Assurance

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 d...