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 implementing the vision and priorities of a small team while remaining accountable to key initiatives. You will report to the Manager of Performance Excellence in our Merchant Experience Operations organization. We expect this role to be hybrid, based out of our Mexico City office,



with some required travel.

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
- Collaborate with your leader to design & build reports across different lines of business to monitor progress and identify areas for improvement (RCA) based on key insights developed by your team
- 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 experience we provide for our merchant.
- Manage the day to day performance of your team of system administrators, addressing and coaching to performa

📌 Senior Quality Assurance Supervisor (Saltillo)
🏢 DoorDash Mexico
📍 Saltillo