DoorDash Support doesn't stop at solving live order issues. The Specialty Support Operations team at DoorDash serves Customers, Merchants, Dashers, and internal employees through a variety of lines of business. We aim to provide white-glove, specialized service and support for verticals and new pilots. Our mission is to improve the internal and external customer experience while advocating for process optimization and cross-functional partnership. We are looking for someone technically inclined, creative, and empathetic to lead our Elite Proactive Live Order Monitoring Specialty Support Pod. The Elite Proactive Live Order Monitoring team supports our Dashpass customers, DoorDash’s most valuable customers, by preventing delivery issues before they occur. Retaining these customers is essential for the business, and your interactions will have a direct impact on Customer sentiment and retention at DoorDash by reducing the number of deliveries that end up late or canceled.
About the RoleAs a Manager on our Specialty Support Operations team, you will oversee the day-to-day operations and long-term success of your Elite Specialty Pod. We're looking for someone with experience in people management who is solution-focused and has a natural ability to lead groups of people to achieve collective goals effectively. Our best Managers are team-first, comfortable managing through change, and have experience guiding and motivating people at all levels across a variety of responsibilities.
As a people leader, you will be responsible for fostering team collaboration, employee development, and problem-solving. The ability to be physically present in our corporate Tempe office is deemed essential as you will be responsible for facilitating in-person 1:1 meetings with your direct reports, connecting with cross-functional partners, and nurturing a collaborative team environment. Due to the in-office presence, you must live within a commutable 50 miles of the Tempe office.
You will report to a Senior Manager on our Support Operations team in our Global Support and Integrity Operations organization.
You’re excited about this opportunity because you will… Lead, coach, and develop a team of 3+ people leaders Strategize by designing, building, and executing process improvement projects to drive operational efficiencies and improve the customer experience Partner cross-functionally with Support, Integrity Operations, S&O, and other project stakeholders to build a best-in-class operation Oversee the performance metrics (Productivity, Quality, Adherence, Retention, Efficiency, etc.) of your team and operate at the lowest level of detail to understand and influence outcomes We’re excited about you because… You have 3+ years of people management experience leading people leaders (managing leaders with direct reports) You want to lead the outcome and positively shape our most important metrics You have experience leading projects, hitting goals, and succeeding in a team environment (1+ years of consulting, start-up, and project management experience) You're persistent in achieving goals and will do what is needed to ensure things are successful You enjoy partnering cross-functionally with a variety of stakeholders to ensure alignment and continuous progress on workstreams You can easily operate in an ever-evolving and changing work environment and are comfortable navigating the gray areas You can translate high-level goals into applicable plans using technical knowledge and data (must be comfortable navigating and summarizing large datasets in Excel to surface insights) 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 thrive working in a fast-paced, ever-changing environment with the ability to learn and implement new processes efficiently
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