Supervisor, Specialty Support Operations

Doordash•Tempe, AZ

41d•Hybrid

About The Position

As one of DoorDash's core Support Operations teams, Specialty Support Operations is a highly specialized and tactical team, tasked with ensuring that when there are bumps in the last mile, there's always someone there to help make things right. As a Supervisor on our Specialty Support Operations, you will oversee a team of trained support staff. This role appeals to you because you're a leader, operator, and problem solver. You'll be responsible for managing the day-to-day operations of an expanding company while maintaining and improving on bold quality and speed metrics for your team. At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe, and the employee must live within a commutable distance of 50 miles from 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.

Requirements

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 increase results and are constantly evaluating how and whether your team's activities are achieving the desired, measurable impact
You are an operator, you translate analysis to actions quickly, to test your hypotheses and use 'first principles' to solve challenging business problems at their root level
You are an owner, always looking for opportunities to better your work product
You thrive working in a fast-paced, ever-changing environment with the ability to learn and implement new processes efficiently
You are comfortable making tough decisions that balance the trade-off between quality and quantity
You have a Bachelor's degree or equivalent experience
You have 2+ years or more of people management or team lead experience
You have a mind and talent for process improvement
You have experience in pulling data and using data to influence your decisions
You have knowledge of Salesforce, Sigma, and Google Suite
You are comfortable working a hybrid model, with some in-office days and some remote days

Nice To Haves

You have experience in the tech, contact centers, restaurant, or logistics industries (preferred)
You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)

Responsibilities

Lead a team of 15-18 full-time employees who are focused on supporting Customers, Dashers, and Merchants with their escalated inquiries.
Improve our internal tools and offshore agents to provide high-quality supportEstablish and manage your team to individual and team goals and objectivesCoordinate daily workflow within the team and adjust resources to meet service-level agreements with the businessCreate, distribute, and present impactful reports on performance
Opportunity to have a positive impact on your line of business