The Community Defense team improves the quality of DoorDash operations through the adjudication of background checks, inbound appeals and support inquiries, and screening-related functions. On-demand food delivery has many advantages; however, there are extremely challenging logistics to ensure DoorDash is delivering the best service to the Customers, Dashers, and Merchants.
Community Defense presents a united front to protect the experience of Customers, Merchants, and Dashers while solving these logistical challenges. This team’s work helps in maintaining and building internal and external relationships while protecting DoorDash’s brand. We work with our stakeholders to solve and mitigate escalations, monitor day-to-day quality, improve response times, and drive tool usage and efficiencies. This position is a tremendous opportunity to join a fast-growing team that is hyper-focused on improving the quality of DoorDash’s operations.
About the role…As a Team Lead on our Community Defense Team, you will directly manage frontline agents responsible for providing the highest quality care to our Dashers at the forefront of our business. 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 with an expanding company while maintaining and improving on bold quality and productivity metrics for your team. You’ll also become an expert on our team’s workflows while acting as a main point of escalation and working to unlock process efficiencies and share best practices.
You will report into a Supervisor of Community Defense in our Trust and Safety Organization.
You're excited about this opportunity because you will... Lead a team of motivated individuals who are focused on customer success in order to deliver on operational KPIs Support your team by being present and approachable, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback Establish and manage your team to individual and team goals and objectives and communicate performance to management and other stakeholders Coordinate daily workflow assignments within the team and adjust resources to meet service level agreements with the business Operate as a Subject Matter Expert by creating, distributing, and presenting performance reports in order to identify trends and highlight opportunities for improvement Help scale the team and department to keep up with the growth of DoorDash 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 owner, always looking for opportunities to better your work product 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 a mind and talent for process improvement You have experience in pulling and using data to influence your decisions Experience with adjudications, case work and government documents You have knowledge of Salesforce and Excel (can maintain complex spreadsheets)/Google Sheets (preferred) You have 1+ year or more of people management or team lead experience (preferred) You have experience in the trust and safety, compliance, and/or regulatory industries (preferred) You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)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.
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