Senior Manager, Performance Excellence
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text. Prefer few substantive sections over many thin ones.
We need to parse the posting.
Key content:
- About The Team: description of Support Quality team vision.
- About The Role: description of reporting line, team responsibilities, primary role items i-iv, leadership role expectation.
- You’re Excited About This Opportunity Because You Will…: bullet list of responsibilities (Lead a small team..., Design, launch..., Drive the strategy..., Work collaboratively..., Partner..., Ensure..., Create analysis..., Report regularly...). This is a list of duties.
- We’re Excited About You Because…: list of qualifications/experience: Bachelor's degree or equivalent experience, 5+ years team management, 10+ years total experience, Experience in program management, consulting, vendor management, and/or supplier management within a cross-functional customer support organization, Experience driving large-scale AI implementations, Experience in project/program management is required, Experience in working with customer support vendors and QA vendors is an asset, Able to lead a small team..., Able to think and act both strategically and tactically..., Experience leading and interacting with cross-functional teams, Able to analyse quantitatively..., Possess strong analytical thinking..., Experience in working with G-Sheets, Sigma, and Tableau for data analysis, Ability to deal with fast-moving..., Proven record of handling multiple projects and working to tight deadlines.
- Compensation: description of pay range, base salary localized, equity grants, benefits package details: 401(k) with employer matching, 16 weeks paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave, medical/dental/vision, 11 paid holidays, disability and basic life insurance, family-forming assistance, mental health program, etc. Also Paid Time Off details: flexible PTO/vacation plus 80 hours sick per year for salaried roles; hourly accrual details. Then national base pay range: $143,400—$210,900 USD.
- About DoorDash: mission statement etc. Might be considered boilerplate? It's generic but maybe we keep as "About the Company"? Not required sections. The instruction: include a section ONLY when posting has real, specific content for it. The "About DoorDash" is generic but still content. However we have limited sections: we could have About the Team, About the Role, Responsibilities (maybe combine with You’re Excited...), Requirements/Qualifications (We’re Excited About You...), Benefits, Pay. Schedule maybe not present (no specific schedule). So we omit Schedule.
We need to avoid duplication: The "About The Team" and "About The Role" sections are separate. We'll output headings:
About the Team
, About the Role
, Responsibilities
(or maybe "You’re Excited About This Opportunity Because You Will…" could be Responsibilities), Qualifications
(or Requirements), Benefits
, Pay
. Ensure we don't include filler like "commensurate with experience". All content is specific.
We need to use - for any list of duties/requirements/benefits. For prose, use
. So we need to decide which parts are lists.
- About The Team: prose (maybe a paragraph). Could be two sentences. We'll put in
.
- About The Role: prose describing reporting line, team responsibilities, primary role items i-iv, leadership expectation. Could be a paragraph or we could break into list? The primary role items i-iv are a list; we could make a
- for those. The rest prose.
- Responsibilities: the "You’re Excited About This Opportunity Because You Will…" list: each bullet starts with a verb. We'll make
- .
- Qualifications: the "We’re Excited About You Because…" list: each bullet. We'll make
- .
- Benefits: list of benefits: 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave, medical, dental, vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, mental health program, etc. Also PTO details: flexible PTO/vacation plus 80 hours sick time per year for salaried roles; hourly accrual details. Could be a list.
- Pay: mention base salary range $143,400—$210,900 USD, plus equity grants, base salary localized per location. Could be prose.
We must not include boilerplate like "About DoorDash", "Our Commitment to Diversity and Inclusion", "Statement of Non-Discrimination", etc. Also remove "Notice to Applicants for Jobs Located in NYC..." etc. Also remove "To learn more about our benefits, visit our careers page here." etc. Also remove "See Below For Paid Time Off Details" maybe keep as part of benefits.
We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to include all specifics from the posting that are not boilerplate.
Let's extract substantive content:
About The Team:
"The Support Quality team’s vision is to “Provide teammates, team leads, and AI Agents with actionable feedback on 100% of cases so they can get 1% better every day. Deliver actionable business insight to wider S&O to help improve business policy and processes / Product teams to increase our customer experience.”"
We need to keep quotes? Probably keep as is.
About The Role:
"You will report to the Director, Teammate Enablement, in our Customer Experience organization. The Teammate Enablement Team is responsible for ensuring that our Teammates have the resources (tooling, quality measurements, and knowledge base) and training to effectively and empathetically support DoorDash’s customers. Where opportunities are identified, we drive feedback to our business partners in order to empower Teammates to be 1% better every day for our customers. The team’s primary role will be to: i) build automated QA metrics that have high coverage, precision, and low false-positive rates; ii) support all manual QA efforts, including incubation and scale-up of new measurements; iii) deliver actionable insights to our partner teams to help improve the processes and policies on our support experience, as well as insights for our vendors to drive better agent performance management; and iv) manage our QA tech providers to ensure they deliver against our ambitious roadmap. This is a leadership role, with the expectation of managing the priorities of a small team while remaining accountable to key initiatives oneself."
That's all.
Responsibilities (You’re Excited About This Opportunity Because You Will…):
- Lead a small team centered around identifying and fixing top opportunities in our quality assurance programs that support customer service at DoorDash.
- Design, launch, and evolve our conversational intelligence program, utilizing AI technology to monitor, measure, and drive continuous improvements in our customer service interactions.
- Drive the strategy of our quality assurance program, identifying the right strategies to balance manual quality assurance with speech analytics programs to eliminate poor experiences for our customers.
- Work collaboratively with cross-functional operations teams in creating and standardizing processes and implementing initiatives that improve the customer support experience via quality assurance data.
- Partner with cross-functional teams to direct the implementation of operational process improvement, ensuring best practices and country-specific views are reflected in product development with global partners.
- Ensure best-in-class processes and policies are embedded in our quality assurance program to maintain the highest standards in the support experience we provide for our customers.
- Create analysis and reports across different lines of business to monitor progress and identify areas for improvement through root cause analysis, based on key insights developed by your team.
- Report regularly on key business metrics to leadership across the Customer Support organization.
Qualifications (We’re Excited About You Because…):
- Bachelor's degree or equivalent experience
- 5+ years team management, 10+ years total experience.
- Experience in program management, consulting, vendor management, and/or supplier management within a cross-functional customer support organization.
- Experience driving large-scale AI implementations.
- Experience in project/program management is required.
- Experience in working with customer support vendors and QA vendors is an asset.
- Able to lead a small team, setting team priorities and developing project managers and analysts to grow in their careers.
- Able to think and act both strategically and tactically, presenting key insights to stakeholders to drive process improvements.
- Experience leading and interacting with cross-functional teams.
- Able to analyse quantitatively, problem-solve, support scope of requirements, and prioritize.
- Possess strong analytical thinking skills, while also being hands-on, willing to roll up your sleeves, and ready to get involved.
- Experience in working with G-Sheets, Sigma, and Tableau for data analysis.
- Ability to deal with fast-moving, ambiguous topics and distill complex problems into simple solutions.
- Proven record of handling multiple projects and working to tight deadlines.
Benefits:
- 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)
- medical, dental, and vision benefits
- 11 paid holidays
- disability and basic life insurance
- family-forming assistance
- mental health program
- 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).
Pay:
- 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.
- The national base pay range for this position within the United States, including Illinois and Colorado. $143,400—$210,900 USD
We should not include "Talk to your recruiter for more information." That's maybe boilerplate but it's specific? It's a call to action; maybe we can keep? The instruction: remove application instructions. "Talk to your recruiter for more information." is not exactly application instruction but could be considered. Safer to omit.
Also "DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees..." is part of benefits; we already captured benefits list. The sentence about comprehensive benefits package is generic; we can keep as prose before list? Might be considered boilerplate but it's specific to benefits. We'll keep a short prose: "DoorDash offers a comprehensive benefits package to all regular employees, which includes:" then list.
We must not repeat job title as heading
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text. Prefer few substantive sections over many thin ones. We need to parse the posting. Key content: - About The Team: description of Support Quality team vision. - About The Role: description of reporting line, team responsibilities, primary role items i-iv, leadership role expectation. - You’re Excited About This Opportunity Because You Will…: bullet list of responsibilities (Lead a small team..., Design, launch..., Drive the strategy..., Work collaboratively..., Partner..., Ensure..., Create analysis..., Report regularly...). This is a list of duties. - We’re Excited About You Because…: list of qualifications/experience: Bachelor's degree or equivalent experience, 5+ years team management, 10+ years total experience, Experience in program management, consulting, vendor management, and/or supplier management within a cross-functional customer support organization, Experience driving large-scale AI implementations, Experience in project/program management is required, Experience in working with customer support vendors and QA vendors is an asset, Able to lead a small team..., Able to think and act both strategically and tactically..., Experience leading and interacting with cross-functional teams, Able to analyse quantitatively..., Possess strong analytical thinking..., Experience in working with G-Sheets, Sigma, and Tableau for data analysis, Ability to deal with fast-moving..., Proven record of handling multiple projects and working to tight deadlines. - Compensation: description of pay range, base salary localized, equity grants, benefits package details: 401(k) with employer matching, 16 weeks paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave, medical/dental/vision, 11 paid holidays, disability and basic life insurance, family-forming assistance, mental health program, etc. Also Paid Time Off details: flexible PTO/vacation plus 80 hours sick per year for salaried roles; hourly accrual details. Then national base pay range: $143,400—$210,900 USD. - About DoorDash: mission statement etc. Might be considered boilerplate? It's generic but maybe we keep as "About the Company"? Not required sections. The instruction: include a section ONLY when posting has real, specific content for it. The "About DoorDash" is generic but still content. However we have limited sections: we could have About the Team, About the Role, Responsibilities (maybe combine with You’re Excited...), Requirements/Qualifications (We’re Excited About You...), Benefits, Pay. Schedule maybe not present (no specific schedule). So we omit Schedule. We need to avoid duplication: The "About The Team" and "About The Role" sections are separate. We'll output headings:
About the Team
,About the Role
,Responsibilities
(or maybe "You’re Excited About This Opportunity Because You Will…" could be Responsibilities),Qualifications
(or Requirements),Benefits
,Pay
. Ensure we don't include filler like "commensurate with experience". All content is specific. We need to use- for any list of duties/requirements/benefits. For prose, use
. So we need to decide which parts are lists. - About The Team: prose (maybe a paragraph). Could be two sentences. We'll put in
. - About The Role: prose describing reporting line, team responsibilities, primary role items i-iv, leadership expectation. Could be a paragraph or we could break into list? The primary role items i-iv are a list; we could make a
- for those. The rest prose.
- Responsibilities: the "You’re Excited About This Opportunity Because You Will…" list: each bullet starts with a verb. We'll make
- .
- Qualifications: the "We’re Excited About You Because…" list: each bullet. We'll make
- . - Benefits: list of benefits: 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave, medical, dental, vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, mental health program, etc. Also PTO details: flexible PTO/vacation plus 80 hours sick time per year for salaried roles; hourly accrual details. Could be a list. - Pay: mention base salary range $143,400—$210,900 USD, plus equity grants, base salary localized per location. Could be prose. We must not include boilerplate like "About DoorDash", "Our Commitment to Diversity and Inclusion", "Statement of Non-Discrimination", etc. Also remove "Notice to Applicants for Jobs Located in NYC..." etc. Also remove "To learn more about our benefits, visit our careers page here." etc. Also remove "See Below For Paid Time Off Details" maybe keep as part of benefits. We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to include all specifics from the posting that are not boilerplate. Let's extract substantive content: About The Team: "The Support Quality team’s vision is to “Provide teammates, team leads, and AI Agents with actionable feedback on 100% of cases so they can get 1% better every day. Deliver actionable business insight to wider S&O to help improve business policy and processes / Product teams to increase our customer experience.”" We need to keep quotes? Probably keep as is. About The Role: "You will report to the Director, Teammate Enablement, in our Customer Experience organization. The Teammate Enablement Team is responsible for ensuring that our Teammates have the resources (tooling, quality measurements, and knowledge base) and training to effectively and empathetically support DoorDash’s customers. Where opportunities are identified, we drive feedback to our business partners in order to empower Teammates to be 1% better every day for our customers. The team’s primary role will be to: i) build automated QA metrics that have high coverage, precision, and low false-positive rates; ii) support all manual QA efforts, including incubation and scale-up of new measurements; iii) deliver actionable insights to our partner teams to help improve the processes and policies on our support experience, as well as insights for our vendors to drive better agent performance management; and iv) manage our QA tech providers to ensure they deliver against our ambitious roadmap. This is a leadership role, with the expectation of managing the priorities of a small team while remaining accountable to key initiatives oneself." That's all. Responsibilities (You’re Excited About This Opportunity Because You Will…): - Lead a small team centered around identifying and fixing top opportunities in our quality assurance programs that support customer service at DoorDash. - Design, launch, and evolve our conversational intelligence program, utilizing AI technology to monitor, measure, and drive continuous improvements in our customer service interactions. - Drive the strategy of our quality assurance program, identifying the right strategies to balance manual quality assurance with speech analytics programs to eliminate poor experiences for our customers. - Work collaboratively with cross-functional operations teams in creating and standardizing processes and implementing initiatives that improve the customer support experience via quality assurance data. - Partner with cross-functional teams to direct the implementation of operational process improvement, ensuring best practices and country-specific views are reflected in product development with global partners. - Ensure best-in-class processes and policies are embedded in our quality assurance program to maintain the highest standards in the support experience we provide for our customers. - Create analysis and reports across different lines of business to monitor progress and identify areas for improvement through root cause analysis, based on key insights developed by your team. - Report regularly on key business metrics to leadership across the Customer Support organization. Qualifications (We’re Excited About You Because…): - Bachelor's degree or equivalent experience - 5+ years team management, 10+ years total experience. - Experience in program management, consulting, vendor management, and/or supplier management within a cross-functional customer support organization. - Experience driving large-scale AI implementations. - Experience in project/program management is required. - Experience in working with customer support vendors and QA vendors is an asset. - Able to lead a small team, setting team priorities and developing project managers and analysts to grow in their careers. - Able to think and act both strategically and tactically, presenting key insights to stakeholders to drive process improvements. - Experience leading and interacting with cross-functional teams. - Able to analyse quantitatively, problem-solve, support scope of requirements, and prioritize. - Possess strong analytical thinking skills, while also being hands-on, willing to roll up your sleeves, and ready to get involved. - Experience in working with G-Sheets, Sigma, and Tableau for data analysis. - Ability to deal with fast-moving, ambiguous topics and distill complex problems into simple solutions. - Proven record of handling multiple projects and working to tight deadlines. Benefits: - 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) - medical, dental, and vision benefits - 11 paid holidays - disability and basic life insurance - family-forming assistance - mental health program - 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). Pay: - 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. - The national base pay range for this position within the United States, including Illinois and Colorado. $143,400—$210,900 USD We should not include "Talk to your recruiter for more information." That's maybe boilerplate but it's specific? It's a call to action; maybe we can keep? The instruction: remove application instructions. "Talk to your recruiter for more information." is not exactly application instruction but could be considered. Safer to omit. Also "DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees..." is part of benefits; we already captured benefits list. The sentence about comprehensive benefits package is generic; we can keep as prose before list? Might be considered boilerplate but it's specific to benefits. We'll keep a short prose: "DoorDash offers a comprehensive benefits package to all regular employees, which includes:" then list. We must not repeat job title as heading
- .
- Qualifications: the "We’re Excited About You Because…" list: each bullet. We'll make
- for those. The rest prose.
- Responsibilities: the "You’re Excited About This Opportunity Because You Will…" list: each bullet starts with a verb. We'll make