Senior Manager, Performance Excellence

As a Senior Manager, Performance Excellence at DoorDash, you will lead a team that identifies and addresses quality assurance opportunities within our customer support. Your responsibilities include designing and evolving our conversational intelligence program, managing manual QA efforts, and delivering actionable insights that drive improvements in our service processes. You'll collaborate closely with various teams to ensure the highest standards in customer support and maintain strong relationships with third-party vendors.

To be considered for the Senior Manager, Performance Excellence role at DoorDash, candidates should hold a Bachelor’s degree or have equivalent experience, along with 3-5 years in program management or vendor management within customer support organizations. Familiarity with speech analytics and quality assurance programs is also essential, alongside strong analytical and leadership skills to manage a small team effectively.

The Senior Manager, Performance Excellence role is crucial at DoorDash as it directly influences the quality of customer interactions. By leading QA initiatives and providing analytical insights, you ensure that the Customer Experience team has the tools to support customers effectively and empathetically. This role prioritizes continuous improvement, which ultimately enhances the overall customer experience.

Candidates for the Senior Manager, Performance Excellence at DoorDash should be familiar with data analysis tools like G-Sheets, Sigma, and Tableau. Experience with AI technology and analytics applied to quality assurance is also vital, as you'll be responsible for designing and implementing innovative programs that enhance customer service interactions.

Working at DoorDash as a Senior Manager, Performance Excellence offers a unique opportunity to be at the forefront of improving customer service in a rapidly growing company. You'll work in a collaborative environment, contribute to strategic decision-making, and lead initiatives that use cutting-edge technologies. DoorDash’s commitment to diversity and inclusion further enriches the workplace, making it an exciting place to grow your career.

When answering this question, emphasize specific QA programs you’ve led or participated in. Discuss the methodologies you applied, the outcomes achieved, and how they impacted overall customer satisfaction. Highlight your analytical skills and ability to derive actionable insights from data.

Outline your strategy for assessing current processes, identifying gaps and opportunities, and implementing a program that leverages both manual and automated QA methods. Mention the importance of leveraging AI and analytical tools to enhance efficiency and effectiveness.

Discuss various analytical frameworks, mentioning tools like speech analytics and customer feedback surveys. Explain how you ensure that your methodologies lead to actionable insights that can be communicated effectively to team members and stakeholders.

Describe your approach to balancing short-term needs with long-term goals. Talk about how you involve team members in the prioritization process, ensuring that everyone contributes to identifying the most impactful initiatives.

Share a specific example where you successfully managed vendor relationships to improve operations. Discuss how you negotiated terms, ensured adherence to quality standards, and employed measurable outcomes to track progress.

Reflect on a narrative-driven response that describes a significant challenge, the steps you took to overcome it, and the lessons learned. Emphasize your strategic thinking skills and adaptability in a fast-evolving environment.

Discuss strategies you use to foster collaboration, such as regular meetings, shared performance metrics, and integrated projects. Highlighting successful collaborative projects from the past can also add credibility to your response.

Outline how you utilize data analysis to inform your decisions, making references to specific metrics you've monitored in previous roles. Emphasize the importance of data in shaping objectives and guiding actions within your team.

Share your philosophy about receiving and acting on feedback. Discuss how you create an open environment where team members feel comfortable expressing their thoughts and how you apply their insights to enhance team performance.

Articulate your vision for the evolution of QA, particularly in the context of technology advancements like AI and machine learning. Discuss trends you've observed and how you think they will shape practices in the industry, enhancing the customer experience.