Supervisor, MXO Global Advocate Supervisor

From Restaurants Near You•Tempe, AZ

9d•Onsite

About The Position

About the Team Merchant Experience Operations (MXO) shapes the end-to-end experience for every restaurant and retail partner on DoorDash—removing friction, resolving issues quickly, and giving merchants the clarity and tools they need to operate confidently. The Merchant Global Advocate Team is an escalation point for complex or unresolved merchant issues. As a Global Advocate Supervisor, you’ll lead a team that provides high-touch, expert support to merchants and partners across our global BPO network. Your team will own cases end-to-end—diagnosing root causes, coordinating cross-functionally, and delivering fast, accurate, and complete resolutions. You’ll reinforce quality standards, coach for consistent issue resolution, and surface insights that help eliminate repeat problems—all driving a world-class, trusted merchant support experience. About the Role Global Advocate Supervisors are strong communicators and problem-solvers who remove barriers, adapt quickly, and deliver with precision. As a people leader, you’ll coach and develop a team to provide empathetic, personalized, and accurate support. You’ll manage day-to-day operations in a fast-growing environment, driving performance across quality, speed, and other key metrics. In this role, you’ll also oversee complex escalations, partner cross-functionally to investigate and resolve issues, and ensure a consistent, world-class experience across all lines of business. This position requires in-office presence at the DoorDash Tempe office. Employees must live within 50 miles of the office, and in-office days may vary based on business needs.

Requirements

You bring 4+ years of experience in operations, customer support, or a related field, including 2+ years of people leadership with a strong track record of developing teams and driving performance.
You’re a motivating, results-oriented leader who sets clear targets, manages career growth, and builds strong, inclusive team cultures.
You use data to influence decisions, evaluate impact, and guide your team toward measurable outcomes.
You’re skilled in Salesforce, Google Sheets/Excel, and Sigma, with the ability to analyze data and, ideally, experience with SQL or similar query tools.
You’re highly organized, detail-oriented, and able to prioritize and delegate effectively in fast-paced, evolving environments.
You enjoy diagnosing issues, finding creative solutions, and taking ownership of improving policies, processes, and team outputs.
You anticipate operational issues, proactively recommend solutions, and partner cross-functionally to ensure smooth, defect-free workflows.
You thrive in large, diverse operational or customer support organizations and adapt quickly to changing business needs.
You consistently look for opportunities to uplevel the team, the merchant experience, and the quality of our support.

Responsibilities

Lead and develop a team of 15–18 Global Advocates through weekly 1:1s, coaching, and performance management.
Set and manage KPIs, aligning team results with broader OKRs and quality standards.
Oversee daily workflows, allocate resources to meet SLAs, and drive operational efficiency.
Run pilot programs and lead process improvements to scale and enhance team operations.
Identify gaps in policies, processes, or products and escalate insights to drive improvements.
Manage complex escalations and ensure issues are resolved end-to-end with accuracy and empathy.
Build strong cross-functional partnerships to support smooth change management and shared goals.
Contribute to organization-wide initiatives and help shape long-term team strategy.
Develop deep expertise in DoorDash systems and use it to drive better outcomes for merchants and frontline teams.

Benefits

We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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