Supervisor, New Verticals Merchant Sentiment

DoorDash USA•Tempe, AZ

17d

About The Position

The Supervisor of NV Merchant Sentiment plays a critical role in ensuring the success of our New Vertical Merchant partners across both the DoorDash and Caviar platforms. As an expert in all things Merchant, you’ll be responsible for coaching and leading a team to deliver an exceptional support experience that is both empathetic and personalized. Strong leadership skills, including experience managing people and metrics, are essential for this role. As a Supervisor, you’ll also be responsible for providing an increased level of partnership to escalate and investigate complicated issues. 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.

Requirements

You have 4+ years of relevant work experience, with at least 2 years of experience managing people.
You have experience achieving deliverables on a small to medium sized team.
You have experience participating in projects.
You are as comfortable operating from a 30k foot level as you are at the micro-granular level.
You are comfortable dealing with ambiguity.
You're curious, always learning, and eager to find out the "why".
You're passionate about our business.
You have experience pulling data and using data to influence your decisions.
You have knowledge of Salesforce, Sigma, and Excel (can maintain complex spreadsheets)/Google Sheets.

Nice To Haves

You have experience in the tech, restaurant, or logistics industries.
You have familiarity with working with large, diverse customer support, operations, and sales organizations.

Responsibilities

Manage a team of ~10-20 Merchant Sentiment Specialists to hit metrics, while also promoting a culture of pride, care, and enthusiasm for the work they're doing.
Report on team performance to leadership weekly; create open communication channels that share wins and challenges.
Work with DoorDash's Merchant Support Operations, Partner Integrations and Live Operations teams to implement outstanding support.
Be a liaison between DoorDash, Merchants and our teams for escalated issues.
Be a point of escalation from Merchant partners such as Enterprise Partner Managers or Engagement Managers with a willingness to find a solution at all costs.
Monitor, review and assess CSAT and NPS responses to identify areas of opportunity and feedback for Merchant Sentiment Specialists.
Create performance improvement and career development plans for each member of your team.
Become an expert across all-things-Merchant at DoorDash. This includes our sister-platform, Caviar.