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.
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.
We expect this position to be filled by 3/18/25.
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