Live Operations Support Supervisor

DoorDash - Phoenix, AZ3.2

Full-timeEstimated: $46,000 - $64,000 a year
DoorDash is looking for Live Operations Support Supervisors to guide teams of highly-motivated individuals dedicated to providing world-class service for DoorDash Drive's thousands of partner merchants, customers and dashers worldwide. You'll be part of an exciting, rapidly-growing team designed to take our support to the next level.

We're looking for a natural leader, operator, and problem solver with people management or team lead experience. You'll be responsible for scaling our operations with a rapidly growing company while maintaining and improving on aggressive quality and speed metrics.

**This role will require the ability to work any type of assigned shift (evenings, weekends, etc.). Including holidays.

What You'll Do:
  • Lead a team that is dedicated to ensuring Drive's success on the platform by assisting them with:
  • Establishing the infrastructure to provide live support to DoorDash's new high-growth business lines
  • Identifying and executing process improvements to drive operational efficiencies and reduce costs
  • Work cross-functionally with Drive business owners to deepen our relationships with merchants & customers, our SalesForce and engineering teams to improve our internal tools, and offshore agents to provide high-quality support from the very first contact
  • Build out a team of highly motivated individuals who are focused on the success of every order
  • Assess and establish goals for individuals and the team
  • Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business
  • Improve on existing processes and workflows
  • Execute in short-term sprints while maintaining a vision for long-term sustained success
  • Create, distribute, and present impactful and insightful reporting on performance
About you:
  • You are a leader with a strong desire and natural ability to motivate a team, set and achieve aggressive targets, and manage career growth and performance
  • You are results-oriented, and are constantly evaluating how and whether your team's activities are achieving the desired, measurable impact
  • You are an operator, you translate analysis to actions quickly, to test your hypotheses and use 'first principles' to solve challenging business problems at their root level
  • You are an owner, always looking for opportunities to better your work product
  • You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously
  • You are comfortable making tough decisions that balance the trade-off between quality and quantity
What You Need:
  • Bachelor's degree or higher
  • 1 year or more of people management or team lead experience
  • A mind and talent for process improvement
Nice To Haves:
  • Knowledge of Salesforce, Chartio, and Excel/Google Sheets
  • Experience in the tech, restaurant, and/or logistics industries
  • Familiarity with working with large, diverse customer support, operations, and/or sales organizations
About us:
Founded in 2013, DoorDash is a San Francisco-based technology company passionate about transforming local businesses and dedicated to enabling new ways of working, earning, and living. Today, DoorDash connects customers with their favorite local and national businesses in more than 3,300 cities across the United States and Canada.

We want to share our revolutionary logistics technology with every business around the world, to streamline how our cities and local economies work. Make no mistake, it isn't going to be easy, and our mission isn't for the faint of heart. But if you're daring, and you want to make a dent, let's chat. By building intelligent, last-mile delivery technology for local cities, DoorDash aims to connect people with the things they care about — one dash at a time.