Director – Teammate Success @ DoorDash

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

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We 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: Covey

Compensation

The 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 for all regular employees that includes a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefits, and several paid holidays. Paid sick leave in compliance with applicable laws (i.e. Colorado Healthy Families and Workplaces Act).

Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

The base pay for this position ranges from our lowest geographical market up to our highest geographical market within the United States.

$163,200—$240,000 USD

About DoorDash

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 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 Inclusion

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.

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.

Director – Teammate Success

DoorDash

Compensation Overview

About the Team

About the Role

You’re excited about this opportunity because you will…

We’re excited about you because…

Compensation

About DoorDash

Our Commitment to Diversity and Inclusion

Keyword Match

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