Supervisor, Specialty Support Operations

DoorDash USA • Tempe, AZ

6h • Hybrid

About The Position

As one of DoorDash’s core Support Operations teams, Live Customer Support Operations is a highly specialized and tactical team, tasked with ensuring that when there are bumps in the last mile, there’s always someone there to help make things right.
About the Role
As a Supervisor on our Specialty Pods Operations Team, you will oversee a team of trained support staff. This role appeals to you because you're a leader, operator, and problem solver. You’ll be responsible for managing the day-to-day operations of an expanding company while maintaining and improving on bold quality and speed metrics for your team.
At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.
You’re excited about this opportunity because you will…
Lead a team of 15-18 full-time employees who are focused on supporting Customers, Dashers, and Merchants with their escalated inquiries.
Improve our internal tools, and offshore agents to provide high-quality support
Establish and manage your team to individual and team goals and objectives
Coordinate daily workflow within the team and adjust resources to meet service-level agreements with the business
Create, distribute, and present impactful and reporting on performance
Opportunity to have a positive impact on your line of business
We’re excited about you because…
You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
You increase results 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 thrive working in a fast-paced, ever-changing environment with an ability to learn and implement new processes efficiently
You are comfortable making tough decisions that balance the trade-off between quality and quantity

Requirements

• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
• You increase results 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 thrive working in a fast-paced, ever-changing environment with an ability to learn and implement new processes efficiently
• You are comfortable making tough decisions that balance the trade-off between quality and quantity
• You have a Bachelor’s degree or equivalent experience
• You have 2+ years or more of people management or team lead experience
• You have a mind and talent for process improvement
• You have experience in pulling data and using data to influence your decisions
• You have knowledge of Salesforce, Sigma, and Google Suite
• You are comfortable working a hybrid model, with some in-office days and some remote days

Nice To Haves

• You have experience in the tech, contact centers, restaurant, or logistics industries (preferred)
• You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)

Responsibilities

• Lead a team of 15-18 full-time employees who are focused on supporting Customers, Dashers, and Merchants with their escalated inquiries.
• Improve our internal tools, and offshore agents to provide high-quality support
• Establish and manage your team to individual and team goals and objectives
• Coordinate daily workflow within the team and adjust resources to meet service-level agreements with the business
• Create, distribute, and present impactful and reporting on performance
• Opportunity to have a positive impact on your line of business

What This Job Offers

• Job Type: Full-time
• Career Level: Manager