Model Calibration Specialist

Model Calibration Specialist at Door Dash

About the Team

Door Dash’s Customer Experience Insights (CXI) Quality Assurance team safeguards the consistency and excellence of every support interaction. Our goal is to ensure that the experience and outcomes of our internal and external customers align with Door Dash's core values and principles.

About the Role

As a Model Calibration Specialist, you’ll be a key player in scaling high-quality QA outcomes across Door Dash Support. You will serve as a bridge between human QA reviewers, machine learning systems, and cross-functional stakeholders. Your mission: ensure model-generated QA outcomes are accurate, fair, and reflect real-world expectations.

You’ll review conflicts between human and model decisions, investigate edge cases, and surface opportunities for improvement. This work will directly impact how we calibrate our ML model, refine training data, and optimize support agent workflows.

You’ll report to the Supervisor of the Model Calibration Team (MCT) within the CXI Quality Assurance organization. This is a hybrid role based in Tempe, AZ, requiring in-office presence based on business needs, currently one day per week. Candidates must live within 50 miles of the Tempe, Arizona, Door Dash Corporate Office.

You're excited about this opportunity because you will…

• Develop deep expertise in Door Dash’s support systems and workflows to support better model calibration and review alignment.
• Review and resolve conflicts between ML model outputs and human QA decisions, especially in ambiguous or high-risk cases.
• Analyze patterns in false positives, false negatives, and overrides to identify areas for calibration or reviewer training.
• Act as a subject matter expert for edge case resolution and decision documentation.
• Recommend improvements to agent workflows and support tools based on calibration findings.
• Contribute directly to improving the training data and feedback loop used by our automated QA system — ensuring our model reflects human standards of quality and fairness.

We're excited about you because…

• Experience:
  
  2+ years in Quality Auditing, or a related role.
• Communication:
  You can clearly convey insights and elevate edge cases across teams, from frontline agents to senior stakeholders.
• Analytical Thinking:
  You enjoy working from first principles, testing hypotheses, and validating ideas with data.
  Problem Solving:
  You thrive on ambiguity, translating blockers into actionable steps and scalable improvements.
• Independence:
  You can manage your own queue and priorities in a fast-paced, team-oriented environment.
• Tools:
  Proficient in Microsoft and/or Google Suite, a plus if you have experience with machine learning processes.
• Mindset:
  You bring an ownership mentality, strive for continuous improvement, and embody the 1% better philosophy.

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 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.

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.