Associate Manager, QA Strategy

Associate Manager, QA Strategy & Operations Join to apply for the Associate Manager, QA Strategy & Operations role at DoorDash About the Team The Performance Excellence (PE) team is redefining how DoorDash 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 DoorDash defines quality, manages performance, and mitigates risk at scale. You’ll report to the Senior Manager, QA Strategy & Operations within Performance Excellence (CXI). Key Responsibilities Own AI-led QA system expansion into complex domains (Customer Support, Fraud, Integrity, Risk, In‑House), defining what is automatable versus 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. Qualifications 6–8+ years of experience in strategy, program management, operations, product ops, or quality systems—ideally in AI‑enabled or data‑driven environments. Experience on large-scale process or platform launches where accuracy, governance, and change management mattered as much as speed. Comfort operating at the intersection of AI models, business rules, and operational workflows. Strong intuition for signal quality—understanding false positives, calibration tradeoffs, thresholds, and downstream impact. Structured thinking and execution rigor, especially in ambiguous problem spaces with multiple stakeholders. Effective partnership with ML and Engineering teams, even if not a model builder. Hands‑on experience with LLMs, prompt design, conversational analytics, or AI QA systems is a strong plus. Passion for building systems that are accurate, fair, trusted, and scalable. 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 Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location. In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. Benefits DoorDash cares about you and your overall well‑being. That's why we offer a comprehensive benefits package for all regular employees, that includes paid time off, paid parental leave, wellness benefit and several paid holidays. Additionally, for full‑time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, an RRSP including an employer match, and a mental health program, among others. To learn more about our benefits, visit our careers page here. Base Pay The base pay for this position ranges from our lowest geographical market up to our highest geographical market within British Columbia. $80,500—$115,000 CAD. About DoorDash At DoorDash, 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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. DoorDash 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. If you need any accommodations, please inform your recruiting contact upon initial connection. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Quality Assurance Industries Technology, Information and Internet Location Toronto, Ontario, Canada #J-18808-Ljbffr