About the Team

The Performance Excellence (PE) team is redefining how Door Dash measures, governs, and improves quality at scale. We are building an AI-first, automated QA ecosystem that delivers high-precision insight across 100% of customer interactions—powering performance management, coaching, risk detection, and product feedback in near real time.

After successfully scaling Automated QA (AQA) across Tier 1 Support, we are expanding into high-impact, higher-risk domains including Fraud, Integrity, Trust & Safety, and in-house support. This work requires strong ownership of AI signal accuracy, refinement rigor, and end-to-end process design to ensure automation is trusted, fair, and operationally actionable.

About the Role

As Associate Manager, QA Strategy & Operations, you will own large-scale, AI-led quality programs from design through production. This is a senior IC / early people-manager role focused on building and governing automated QA systems, not running traditional QA operations. You will lead cross-functional initiatives that improve the accuracy, stability, and adoption of AI-generated quality signals, partnering closely with Product, ML, Engineering, Operations, and Policy teams. Your work will directly influence how Door Dash defines quality, manages performance, and mitigates risk at scale.

You’ll report to the Senior Manager, QA Strategy & Operations within Performance Excellence (CXI)

You’re excited about this role because you will…

• Own AI-led QA system expansion into complex domains (Customer Support, Fraud, Integrity, Risk, In-House), defining what is automatable vs. human-judgment required
  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 FP/FN rates, and close dispute feedback loops

• Translate ambiguous quality problems into structured systems, from intake → signal design → calibration → launch → governance

• Influence the QA tech and model roadmap, prioritizing investments in automation, tooling, and infrastructure that improve signal reliability

• Establish durable process frameworks (intake, SLAs, readiness criteria, 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

We’re excited about you because…

• You have 6–8+ years of experience in strategy, program management, operations, product ops, or quality systems—ideally in AI-enabled or data-driven environments

• You’ve worked on large-scale process or platform launches, where accuracy, governance, and change management mattered as much as speed
  You are comfortable operating at the intersection of AI models, business rules, and operational workflows

• You have a strong intuition for signal quality—understanding false positives, calibration tradeoffs, thresholds, and downstream impact

• You bring structured thinking and execution rigor, especially in ambiguous problem spaces with multiple stakeholders

• You can partner effectively with ML and Engineering teams, even if you are not a model builder yourself

• Hands-on experience with LLMs, prompt design, conversational analytics, or AI QA systems is a strong plus

• You care deeply about building systems that are accurate, fair, trusted, and scalable

We expect this position to be filled by 5/25/26.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

Door Dash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). Door Dash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.

• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national base pay range for this position within the United States, including Illinois and Colorado.$95,200—$140,000 USD

About Door Dash

At Door Dash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

Door Dash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Door Dash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.