About the Team
The Performance Excellence team drives merchant support insights to both our internal & BPO partner stakeholders, utilizing our quality assurance audit data as well as exciting new technologies in Conversational Intelligence AI.
About the Role
The Operational Excellence Team (OpEx) with MXO (Merchant Experience Operations) is responsible for ensuring that our Teammates and Leaders have the resources and training to effectively & empathetically provide a world class Merchant onboarding & support experience. Within the OpEx Team, the Performance Excellence team’s primary role will be to establish mechanisms to ensure our quality audits consistently provide insights that drive process improvements in our support experience. This is a leadership role, with the expectation of managing the priorities of a small team while remaining accountable to key initiatives. You will report to the Senior Manager of Operational Excellence in our Merchant Experience Operations organization. We expect this role to be hybrid, based out of our Tempe, AZ or Mexico City,
Mexico offices with 2-4 travel events per year.
You’re excited about this opportunity because you will…
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- Lead a small team centered around identifying & fixing top opportunities in our quality assurance programs to support Merchants at DoorDash
- Design, & create reports across different lines of business to monitor progress and identify areas for improvement (RCA) based on key insights developed by your team
- Identify opportunity areas in our QA processes, designing & driving recommended fixes to our internal stakeholders to improve the merchant experience
- Work collaboratively with cross-functional operations teams in creating and standardizing processes and implementing initiatives that improve the merchant support experience via quality assurance data
- Ensure best-in-class processes and policies are embedded in our quality assurance program to ensure the highest standards in the support experienc