Senior Support Specialist, Live Operations

DoorDash USA•Chicago, IL

2d•$21 - $31

About The Position

We are seeking a Specialist to support fulfillment quality and operational performance across New Verticals. This role focuses on maintaining operational stability, identifying and mitigating risks, and ensuring a reliable experience for our three audiences: consumers, dashers, and merchants. You will manage multiple concurrent workstreams, monitor real-time performance dashboards, investigate deviations, and escalate when necessary to prevent broader operational impact. Working with a high degree of independence, you will leverage AI-enabled tools and structured workflows to proactively identify issues and drive resolution.. Your work will directly contribute to maintaining stable, efficient, and high-quality marketplace operations. You will report to the LiveOps Team Lead.

Requirements

You have 3+ years of experience in dynamic, shift-based environments (e.g., e-commerce marketplaces, fulfillment, or retail management) where you are comfortable balancing multiple priorities in a fast-paced setting.
You are comfortable working independently and taking ownership of issues until they are fully resolved.
You make sound decisions under pressure and know when to escalate.
You pay close attention to detail and maintain high standards in repetitive, high-volume work.
You are proficient in spreadsheets (e.g., using filters, basic formulas, and pivot tables) and can use data tools to investigate issues and identify patterns.
You communicate clearly, directly, and proactively with cross-functional partners, especially when issues arise.
You are comfortable using internal tools and automation to improve efficiency.
You accept feedback, adjust quickly, and continuously improve your work quality.
You remain professional and composed when handling escalations or time-sensitive issues.
You are available to work any day of the week, including weekends and major holidays, based on business needs and peak operating hours.

Responsibilities

Serve as primary shift owner during assigned hours, ensuring operational stability and immediate resolution of issues.
Proactively monitor live fulfillment metrics to identify and resolve bottlenecks before they impact our audience.
Execute daily standard operating procedures and support new pilots to maintain quality standards.
Engage consumers, merchants, or dashers via phone, text, or chat to resolve live order disruptions.
Independently troubleshoot issues related to workflow execution and drive resolution end-to-end.
Manage and resolve cross-functional escalations in partnership with relevant stakeholders.
Act as first-line incident lead during operational disruptions, ensuring mitigation and clear communication.
Leverage AI-enabled monitoring and automation tools to proactively identify risks and reduce manual intervention.
Test new tools and workflows, provide structured feedback, and identify opportunities to improve efficiency.
Partner with cross-functional teams to improve existing workflows and support implementation of new processes.Independently create and maintain documentation to support quality and operational consistency.
Use internal tools and dashboards to proactively and reactively address operational issues.
Demonstrate strong ownership and bias for action in maintaining operational excellence.

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