Supervisor, Community Response

DoorDash USA•Tempe, AZ

10h•Onsite

About The Position

DoorDash’s Trust and Safety team is seeking an experienced people leader to oversee a team of Trust and Safety frontline agents. The Trust and Safety Operations team is responsible for responding to safety incidents on the platform quickly, effectively and empathetically to ensure our consumers, dashers and merchants have a high quality and safe experience. The team is responsible for a variety of safety concerns for our community, including but not limited to: personal safety, threats, property damage, food safety, discrimination and personality disputes. Trust and Safety success relies on our team being able to identify harmful situations, communicate empathetically with survivors and make quick decisions to mitigate future risk. The goal is to provide the best support possible for those who have experienced an incident on the DoorDash platform and restore their status quo. 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, immediate problem-solving, and nurturing a collaborative team environment. Due to the in-office presence, you must live within a commutable 50 miles of 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. This role will include an overnight shift, exact schedule Tuesday - Saturday 10:00PM - 6:00 AM. As a Supervisor on our Trust and Safety Team, you will oversee a team of trained Trust & Safety professionals. You will be handling sensitive, complex user-facing incidents. You will bring empathy and ethical judgement in ensuring we are providing the highest standard of support to the members of our platform. You will also be responsible for setting OKRs, developing strategy, and building processes that enable your team of support agents to quickly and competently mitigate risk on the platform. You have excellent communication skills and can work cross-functionally with a variety of stakeholders across the organization, including Legal, Policy, Strategy & Ops, Support, Analytics, and M-Team to ensure that DoorDash can detect, triage, and, prevent safety incidents from occurring on our platform. This position is a tremendous opportunity to join a fast growing team with an extreme focus on building DoorDash’s Trust and Safety brand, while protecting our community.

Requirements

You have a Bachelor’s degree or equivalent work experience
You are reliable and accountable; you ensure your team is reliable and accountable as well
You have 2-4 years of people management or team lead experience
You have at least 1 year of experience working in trust and safety, risk management or fraud
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 are adept at handling high stress situations and are a model of resilience to your team
You are results-oriented, 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 in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously
You have a mind and talent for process improvement
You have some experience working with workforce planning teams
You have experience in pulling data and using data to influence your decisions
You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets (preferred)

Responsibilities

Lead a team of 8-10 Trust and Safety representatives - agents are entry level, hourly employees
Establish, assess and exceed KPI’s among the team
Manage response directly or through delegation to your team of highly sensitive and complex safety incidents on the platform.
Partner with Legal, Public Affairs, Public Policy and others ensure we are responding to safety incidents empathetically and effectively
Responsible for employee engagement and development including coaching your team as well as management sync sessions
Build out a team of highly motivated individuals who are focused on the success of every task
Build business cases and advocate for product and process improvements based on user feedback. This might include agent or member facing tools, new features, closing loopholes, mitigating risk, and improving business processes.
De-escalate sensitive safety situations and/or situations where community standards aren’t upheld with empathy and action-oriented support.
Identify areas in our policies / process that need more clarity, and collaborate with others to improve our product, or position on an issue.
Correspond with external business partners to provide and receive feedback on processes for continuous improvement
Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business
Execute in short-term sprints while maintaining a vision for long-term sustained success
Create, distribute, and present impactful and insightful reporting on performance
Help scale the team and department to keep up with growth of DoorDash