Manager, Global Operations Center (GOC)
About The Position
We’re hiring a Manager, Global Operations Center (GOC) to help strengthen the operational integrity, capability, and continuous improvement of DoorDash’s 24/7 Global Operations Center. Reporting to the Head of Crisis Management, you will help ensure effective incident response, consistent execution, and scalable performance across a global, always-on operation. In this role, you act as a force multiplier across operations, training, reporting, and incident response - helping translate global security strategy into reliable, high-performing day-to-day execution. You will also own and evolve the platforms, tools, and processes that enable efficiency, reliability, and speed at scale, forming the backbone of an increasingly AI-enabled, data-driven resilience capability. This role will report into the Head of Global Safety and Security Operations.
Requirements
- Operational and Crisis Management Experience: 5+ years of experience in operations, crisis management, security operations, or service delivery within high-tempo or 24/7 environments.
- Bias to Action: A proven ability to act with urgency, anticipate challenges, and implement practical solutions that drive measurable improvement.
- Leadership and People Enablement: Experience supporting or leading teams, coaching performance, and driving engagement in operational settings.
- Training and Program Execution Skills: Capability to design, deliver, and evaluate training programs, exercises, and continuous learning initiatives.
- Data-Driven Mindset: Strong comfort working with KPIs, dashboards, trend analysis, and performance improvement metrics.
- Cross-Functional Collaboration: Ability to partner effectively across technical and non-technical teams in complex organizations.
- Composure and Judgment: Calm, structured decision-making in time-sensitive or ambiguous operational scenarios.
- Education and Experience: Bachelor’s degree in a related field or equivalent professional or military experience.
Responsibilities
- Support 24/7 GOC Operations: Help ensure seamless, around-the-clock readiness for threat detection, risk assessment, and incident response across all shifts.
- Enable Incident Management Excellence: Support escalation frameworks and response quality for P0 and high-complexity incidents in close partnership with Risk Intelligence.
- Own Metrics, Reporting, and Improvement: Define success metrics, monitor service health, and drive continuous improvement in operational performance.
- Drive Efficiency and Automation: Identify, streamline, and automate high-volume or repetitive work to reduce analyst load and improve response speed.
- Lead Training and Capability Development: Build and maintain training programs, exercises, and assessments that continuously strengthen analyst and team lead capability.
- Strengthen Standards and SOPs: Partner with leadership to develop, maintain, and enforce SOPs, escalation models, and quality standards.
- Lead Strategic and Special Projects: Own initiatives such as tooling improvements, KPI dashboards, audits, and operational optimization from concept through delivery.
- Model Leadership Under Pressure: Demonstrate accountability, structured problem-solving, and calm execution during periods of elevated operational tempo.
Benefits
- a 401(k) plan with employer matching
- 16 weeks of paid parental leave
- wellness benefits
- commuter benefits match
- paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
- medical, dental, and vision benefits
- 11 paid holidays
- disability and basic life insurance
- family-forming assistance
- a mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
