Operational Excellence Manager

We are looking for an Operational Excellence Manager to join our Merchant Experience Operations (MXO) team. In this role, you will be part of the Performance Excellence team, which drives merchant support insights to both internal and BPO partner stakeholders using quality assurance audit data and advanced Conversational Intelligence AI technologies. You will report to the Senior Manager of Operational Excellence and will operate in a hybrid work arrangement based out of our Tempe, AZ or Mexico City, Mexico offices, with an expectation of 2 to 4 travel events per year.

Your responsibilities will include:

• Leading a small team dedicated to identifying and resolving top opportunities within our quality assurance programs to support merchants.
• Designing and creating reports across various lines of business to monitor progress and conduct root cause analysis based on key insights.
• Identifying improvement areas in QA processes and driving recommended fixes to internal stakeholders to enhance the overall merchant experience.
• Collaborating with cross-functional operations teams to standardize processes and implement impactful initiatives utilizing quality assurance data.
• Embedding best-in-class processes and policies into the quality assurance program to maintain high standards of support.
• Defining metric systems to measure program success and implementing effective dashboard and reporting mechanisms.

We are excited about you because you bring:

• 3 to 5 years of experience in program management, consulting, and/or vendor management within a fast-paced, highly cross-functional support organization.
• Practical experience in speech analytics, conversational intelligence, or quality assurance programs.
• Demonstrated experience in project and program management.
• Familiarity with working alongside merchant support vendors and QA vendors.
• The ability to lead, mentor, and develop project managers and analysts to support their career growth.
• The capacity to think and act both strategically and tactically while presenting key insights effectively across all organizational levels.
• Experience leading and interacting with cross-functional internal and BPO teams.
• Proficiency in data analysis tools such as G-Sheets, Sigma, and Tableau.

DoorDash is a technology and logistics company on a mission to empower local economies. We value rapid growth, continuous learning, and impactful decision-making driven by empathy for our users, including dashers, merchant partners, and consumers. We are committed to fostering an inclusive community and supporting our team members through diverse perspectives, collaborative problem-solving, and comprehensive employee support.