Associate Manager, QA Strategy & Operations

About the Role

The Performance Excellence team is at the forefront of redefining how DoorDash measures, governs, and improves quality at scale. With a strong focus on innovation and collaboration, the team is building an AI-first, automated QA ecosystem that delivers high-precision insights across 100% of customer interactions. As an Associate Manager, you will be part of a team that is passionate about delivering exceptional quality and customer experience.

You will report to the Senior Manager, QA Strategy & Operations within the Performance Excellence team and will have the opportunity to work closely with cross-functional teams, including Product, ML, Engineering, Operations, and Policy.

What You Will Do

• Own AI-led QA system expansion into complex domains, including Customer Support, Fraud, Integrity, Risk, and In-House
• Design and operationalize quality signals at scale, including rubric logic, precision thresholds, false-positive controls, and rollout gates
• Drive signal accuracy and trust, partnering with ML and Calibration teams to improve precision, reduce false positive and false negative rates, and close dispute feedback loops
• Translate ambiguous quality problems into structured systems, from intake to signal design, calibration, launch, and governance
• Influence the QA tech and model roadmap, prioritizing investments in automation, tooling, and infrastructure that improve signal reliability
• Establish durable process frameworks, including intake, SLAs, readiness criteria, and documentation, that allow AI quality programs to scale safely and repeatably
• Lead cross-functional execution across Product, Engineering, Ops, and Policy without formal authority, driving clarity, alignment, and delivery
• Collaborate with stakeholders to define and prioritize quality metrics, goals, and objectives
• Develop and maintain technical documentation, including process maps, data flows, and system architectures

What We Are Looking For

• 6-8+ years of experience in strategy, program management, operations, product ops, or quality systems, ideally in AI-enabled or data-driven environments
• Strong understanding of AI models, business rules, and operational workflows
• Experience working on large-scale process or platform launches, where accuracy, governance, and change management mattered as much as speed
• Strong intuition for signal quality, understanding false positives, calibration tradeoffs, thresholds, and downstream impact
• Ability to partner effectively with ML and Engineering teams, even if you are not a model builder yourself
• Experience with hands-on tools, such as Excel, and proficiency in data analysis and visualization
• Strong communication and collaboration skills, with the ability to work with cross-functional teams
• Bachelor's degree in Computer Science, Engineering, or a related field

Nice to Have

• Experience with LLMs, prompt design, conversational analytics, or AI QA systems
• Knowledge of cloud-based technologies, such as AWS or Azure
• Familiarity with agile development methodologies and version control systems, such as Git
• Experience working in a remote or distributed team environment

Benefits and Perks

• Competitive base salary, localized according to your work location
• Opportunities for professional growth and development, including training and education programs
• Comprehensive health insurance, including medical, dental, and vision coverage
• Flexible working hours and remote work arrangement
• Access to cutting-edge technologies and tools, including AI and machine learning platforms
• Collaborative and dynamic work environment, with a team of experienced professionals
• Recognition and reward programs, including bonuses and stock options
• Paid time off, including vacation, sick leave, and holidays

• Develop a strong understanding of AI models and their applications in quality assurance, including their strengths and limitations.
• Highlight your experience working with cross-functional teams, including product, engineering, and operations, and demonstrate your ability to collaborate and communicate effectively.
• Showcase your technical skills, including proficiency in tools like Excel, and experience with data analysis and visualization.
• Prepare to discuss your approach to signal quality and calibration, including your understanding of false positives, thresholds, and downstream impact.
• Research the company culture and values, and be prepared to discuss how you align with DoorDash's mission and principles.
• Be prepared to provide specific examples of your experience working on large-scale process or platform launches, and demonstrate your ability to drive clarity, alignment, and delivery in a fast-paced environment.
• Consider creating a portfolio or case studies that demonstrate your experience and skills in quality assurance, and be prepared to discuss your approach to problem-solving and process improvement.